IPI adds Aculab voice biometrics for frictionless identity verification in the contact center
Under a strategic partnership, IPI will integrate Aculab’s VoiSentry voice biometric system into its ID Me speech recognition applications to deliver a frictionless and seamless identity and verification process (ID&V) in the contact center, the company announced.
IPI will leverage VoiSentry voice biometrics to identify customers through their unique voiceprint. The updated ID Me will significantly reduce ID&V process, from an average 30 second in the UK to 5 seconds, fully automating the incoming call flow process, the company claims.
“The ID&V process is a necessary part of every call into the contact centre, however, it can be a cause of great friction in the customer’s journey,” said Steve Murray, Solutions Director at IPI. “Our upgraded ID Me suite – now using Aculab’s VoiSentry voice biometrics system – smooths out this process, speeding up the identification process and reducing the agent’s call handling time, adding additional security and assurance into the verification process.”
While ID&V processes normally rely on knowledge-based authentication to identify users, IPI focuses on unique voiceprints which, it claims, ensures the highest level of security, while at the same time reduces costs and enhances customer experience by delivering a streamlined journey. Current customers can already upgrade their solutions.
“When we created our voice biometric system, we set out to make this advanced technology – usually the reserve of large-scale, big-budget contact centres – available to the mid-market contact centre. VoiSentry does just that,” said Alan Pound, Founder and CTO at Aculab. “IPI is a great partner for Aculab, having both the in-house expertise and the right product-set to get the most out of our technology, and to ultimately deliver the best solution to their customers.”
In June 2019, Aculab‘s voice biometrics speaker verification system, VoiSentry, became compliant with key Avaya IX Contact Center solutions from Avaya.