Pivotal Data to offer integrated OneVault voice biometrics with call center solutions
Pivotal Data has integrated voice biometric authentication from OneVault as a value-added feature of its call center solution.
Getting the balance right is necessary because of the demands hyper-connected consumers have when connecting with call centers, according to Pivotal Data CEO Bruce Arnold.
“Ensuring optimised CX has therefore become a strategic imperative,” he says. “In this regard, voice biometric authentication technology is a real game-changer for contact centres, as it enables customers to easily and quickly verify their identity without the hassle of remembering PINs or passwords, or having to answer questions.”
Making the process easier in this way eliminates the complexity and frustration inherent to traditional methods of authentication, and also minimizes average handling times, which reduces operating costs. It also improves customer satisfaction without compromising security.
Customers of Pivotal Data contact center clients using embedded voice authentication from OneVault enroll their voice biometrics after being authenticated with a combination of validation techniques, according to the announcement. Biometric data is encrypted and stored securely in a centralized hosted database. Pivotal will offer both active and passive authentication options to call center clients.
“These capabilities effectively change a contact center agent’s narrative from ‘who are you?’ to ‘how can I help you?’, which can often be the key differentiator between success and failure in today’s highly competitive marketplace,” says Arnold.