Aculab voice biometrics to streamline call center ID&V process chosen by Route One Connect
Route One Connect has partnered with Aculab to deliver its VoiSentry voice biometrics product to customers to streamline call center identification and verification (ID&V) process through voice print analysis, the company announced.
The partnership allows Route One Connect to move beyond legacy call center systems that depend on Knowledge-Based Authentication (KBA) for caller identification, a procedure which takes up many resources and adversely affects customer journeys.
Route One Connect can leverage Aculab’s API to embed VoiSentry with customer call journeys for process automation. This provides the customer with a seamless and frictionless experience, increases security and saves time.
“We wanted a voice biometrics solution which offered the best possible security, but which is also robust enough to deal with real-life use,” Alex Baker, solution architect at Route One Connect, said in a prepared statement. “Our clients’ callers will need to verify their identity from a variety of locations, all with different levels of ambient noise. Compared with other voice biometric systems we evaluated, it was apparent that VoiSentry offered a high enrolment success rate and a high level of accuracy when verifying from different environments.”
“We are also very excited that voice biometrics is no longer reserved for only the largest businesses with the deepest pockets – partnering with Aculab allows us to make it a viable and compelling proposition for both fast growing SMEs, and larger more established businesses alike,” said Aculab Director of Speech Technology and Research Dr. Ladan Baghai-Ravary, in a prepared statement.
In April, Aculab upgraded VoiSentry with presentation attack detection (PAD) functionality and other features.