TechSee

JUNE 25, 2019

Biometrics. Biometrics refers to body measurements and calculations for the purpose of authentication, identification and access control. The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Face and voice recognition.

Technology 122

Technology Customer Service Gamification Contact Center 122

Spearline

MARCH 10, 2022

The voice user interface (VUI), voice search, voice-based user experience, and more are transforming the world around us. Voice interaction is a major focal area for technology and process development and it’s all about making life easier. Voice biometric technology can enable a more secure experience.

Analytics 97

Analytics Technology Enterprise Contact Center 97

Momentum Telecom

JUNE 17, 2022

In the coming year, voice technology is going to take its place with team collaboration tools as it supports increasingly important areas of business management and communications. Here are Momentum’s voice technology predictions for 2022 and beyond. The New Definition of Voice Technology. 5G Will Impact the Voice Market.

Technology 98

Technology Healthcare Banking Analytics 98

Nuance

OCTOBER 15, 2020

Our contact center fields about 4,000 member calls every day—and every one of those callers needs to be authenticated before they can get access to their account. The post How to get your voice biometrics implementation right: 5 top tips from a success story appeared first on What’s next. This is a summary.

Contact Center 72

Contact Center Accountability Enterprise 72

Avaya

APRIL 12, 2019

We live in an age of voice-enabled everything. Many Interactive Voice Response systems (IVRs) haven’t caught up to these high expectations. Let’s look at two ways combining Nuance capabilities with your Avaya contact center solutions can help you keep up with customer expectations. Become more conversational.

Interactive Voice Response 75

Interactive Voice Response Engineering contact center solutions Call Center 75

ConvergeOne

FEBRUARY 2, 2021

This blog post was co-authored by Kathy Sobus (Senior Director, Customer Experience Strategy, ConvergeOne) and LumenVox. What’s rarely known is that over 70% of fraud begins in social engineering and ends up in the contact center. Then, when they contact the organization, a representative will ask 3-5 of those questions.

Contact Center 40

Contact Center Interactive Voice Response Engineering Surveys 40

Avaya

NOVEMBER 7, 2016

If you’ve been following the Avaya Connected Blog in recent weeks, hopefully you’ve read about the changes Avaya expects to see in Customer Engagement as we roll out the Avaya Oceana™ Solution , a contact center suite for the digital age.

Contact Center 70

Contact Center Engineering SaaS Enterprise 70

Fonolo

MAY 17, 2017

Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. 10 Contact Center Technologies You Should Know. 10 Contact Center Technologies You Should Know. Why does contact center technology matter?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Expivia

JULY 11, 2023

The Future of Contact Centers: The Role of AI and Evolutionary Technologies The advent of AI and associated technologies has opened up a whole new horizon of possibilities for the contact center industry. However, the future of call routing lies in voice biometrics. Check us out!

Contact Center 52

Contact Center Interactive Voice Response Chatbots Coaching 52

pindrop

OCTOBER 12, 2021

It is commonly understood that KBAs are frustrating, not just for the consumers but for the contact centers themselves. Adopting voice biometrics allowed the bank to reduce false rejects to less than 3%. We explore these topics in this blog. A few interesting trends are taking place in contact centers. .

Abandon rate 52

Abandon rate Contact Center Self service Banking 52

Spearline

NOVEMBER 2, 2021

And how could poor audio quality be affecting your contact center? At its most basic level, your contact numbers need to connect your customer to an agent consistently. Spend as much money as you like on the acoustics of your call center. Customer experience It’s important to get the basics right.

Contact Center 52

Contact Center First call resolution Outbound sales Airlines 52

Avaya

JUNE 24, 2019

Digital transformation is about creating experiences that matter, but what does this look like within the contact center? Gartner predicts that by 2025 , the average contact center organization will be exploiting these benefits to better equip staff and enhance service. What’s driving this move to an ecosystem approach?

Contact Center 104

Contact Center contact center solutions Virtual Agent Contact center software 104

Aspect

AUGUST 30, 2018

More recently, customers have also had to deal with an increase in fraud activity, thanks to a rising frequency of call center phone fraud. Contact centers have always faced a challenge with technology adoption. A big part of that will be voice biometrics – using customers’ voices to authenticate their identities.

Customer Service 68

Customer Service Call Center Accountability Contact Center 68

JustCall

APRIL 3, 2024

Auto dialers are a secret weapon for call centers and sales teams. Talkdesk is a contact center platform with customizable auto dialing modes (preview, power, predictive). Nice CXone is an enterprise contact center suite with robust auto dialer and campaign management tools.

Sales 52

Sales CRM Scripts APIs 52

Avaya

FEBRUARY 25, 2019

As a recent Avaya blog highlighted , research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of smartphones, and 40% of US online adults ages 55 to 64 are likely to get more mobile. And did you know that in the U.S.,

Customer Experience 54

Customer Experience Transportation Contact Center Sales 54

OctopusTech

AUGUST 31, 2022

One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. This feature of interactive voice response allows callers to interact with the brand without getting connected to an agent.

Interactive Voice Response 62

Interactive Voice Response Call Center First call resolution Self service 62

Avaya

AUGUST 14, 2019

The International Air Transport Association (IATA) says that 64% of passengers would choose to share their biometric data in exchange for a better travel experience. The post Facial Recognition and the Opportunities for Better Customer Experience appeared first on Avaya Connected Blog.

Customer Experience 77

Customer Experience Transportation Contact Center Accountability 77

VocalCom

FEBRUARY 4, 2019

And if they have any issues with your terms of service, invite them to contact you for additional information. For example, voice biometrics and fingerprint ID are highly reliable ways for customers to identify themselves. The post Data Protection: The Key to Customer Confidence appeared first on Vocalcom Blog.

Contact center software 54

Contact center software Contact Center Accountability Personalization 54

VocalCom

JANUARY 28, 2019

Customers need to know that their data is safe, and companies will continue to ensure this by implementing strategies as varied as moving data to the cloud, using machine learning to detect suspicious activity, and employing tools such as voice biometrics, fingerprint ID, and even facial recognition to give customers more secure experiences.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Expivia

DECEMBER 8, 2020

These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. In the 90s, it may have been more common that call centers would fudge their numbers or lie about service levels and conversion rates. This is a false narrative. This is not true at all.

outsourcing 52

outsourcing Call Center Analytics Service level 52

Expivia

DECEMBER 8, 2020

These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource. In the 90s, it may have been more common that call centers would fudge their numbers or lie about service levels and conversion rates. This is a false narrative. This is not true at all.

outsourcing 52

outsourcing Call Center Analytics Service level 52

Eckoh

JUNE 18, 2019

In a recent blog , we looked at the arrival of PSD2, the EU's second Payment Services Directive, and how its demand for Strong Consumer Authentication (SCA) will impact electronic payments. The use of devices such as token generators and biometrics is bound to cause some wobbles and frustration for consumers at the checkout.

Sales 40

Sales Contact Center Customer Care Management 40

Natalie Petouhof

FEBRUARY 22, 2016

announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. Cloud-base Voice and Mobile Self-Service. The combination of Contact Solutions and Verint will increase the value proposition that customers of both companies receive. Verint ® Systems Inc.

Customer Experience 40

Customer Experience Customer Service Self service Analytics 40

Stratifyd

JUNE 6, 2019

After analyzing contact center transcripts, the company discovered a bug within its mobile app that caused problems with the fingerprint login feature. The card also incorporates a one-time use authentication code that is protected by biometric security (think: Touch ID or Face ID) through the iPhone.

Banking 40

Banking Morale Feedback Contact Center 40

Vistio

JULY 11, 2022

Again, that international theme, wireless, local loop, data access and voice for companies in places like India and Bangladesh and Ghana and Cameroon. Keeps my energy up, but yeah, I watch all aspects of the contact ecosystem and whatever happens to pop up that seems particularly or interesting. That’s so cool. Yeah, exactly.

Technology 52

Technology Self service Contact Center Analytics 52

Nuance

MAY 27, 2021

This blog was authored by Neustar. Corporate call centers face a range of challenges day in and day out, not the least of which is the near-constant attacks by increasingly sophisticated fraudsters. Visit Nuance's What's next blog to see the full content. billion in 2020. This is a summary.

Call Center 61

Call Center Enterprise Contact Center 61

Hodusoft

JANUARY 1, 2024

The Rise of Virtual Banking: Contact Center Software as the Backbone of Remote Financial Services Over the past few years, the state of virtual banking has evolved greatly with financial institutions utilizing digital technologies to provide innovative and expedient banking services. That number was 197 million in March 2021.

Contact center software 52

Contact center software Banking Contact Center Finance 52

Nuance

APRIL 23, 2019

Visit Nuance's What's next blog to see the full content. In order to rise above the hype of artificial intelligence, they […] The post How to make a difference in the world appeared first on What’s next. This is a summary.

Chatbots 74

Chatbots Contact Center Customer Experience 74

Nuance

AUGUST 20, 2019

It might be surprising to know that during my time penning this blog, I received a call from “Kate about my small business loan.” Visit Nuance's What's next blog to see the full content. This is a summary.

Call Center 51

Call Center Personalization Contact Center Customer Experience 51

Nuance

SEPTEMBER 30, 2019

When financial institutions, telcos, governments and other organizations talk about authenticating customers and preventing fraud, the conversation has historically centered on the contact center. Visit Nuance's What's next blog to see the full content. This is a summary.

Government 58

Government Contact Center Call Center Customer Service 58

Nuance

OCTOBER 9, 2019

A recent Nuance survey found 1 in […] The post Why Nuance introduced a cloud-native biometrics platform appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Surveys 53

Surveys Personalization Banking Multichannel 53

Nuance

JULY 24, 2019

Not only […] The post Allied Irish Banks and Deutsche Telekom pioneer voice biometrics to ease customer effort appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Banking 56

Banking Customer effort Interactive Voice Response Average Handle Time 56

Nuance

MARCH 21, 2019

Visit Nuance's What's next blog to see the full content. In a new report on application fraud and its impact on banks, insurers, credit unions and other financial services institutions, Aite Group says that, “Since identity crimes are so easy to […] The post Keeping up with the fraudsters appeared first on What’s next.

Banking 58

Banking Contact Center Call Center Customer Experience 58

Nuance

OCTOBER 9, 2019

A recent Nuance survey found 1 in […] The post Why Nuance introduced a cloud-native biometrics platform appeared first on What’s next. Visit Nuance's What's next blog to see the full content. This is a summary.

Surveys 40

Surveys Personalization Banking Multichannel 40

Nuance

SEPTEMBER 30, 2019

When financial institutions, telcos, governments and other organizations talk about authenticating customers and preventing fraud, the conversation has historically centered on the contact center. Visit Nuance's What's next blog to see the full content. This is a summary.

Government 40

Government Contact Center Call Center Customer Service 40

Uniphore

JANUARY 4, 2022

Explore the latest Uniphore innovations that are transforming the agent and customer experience in the contact center. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more. CX and Contact Center Leaders. U-Self Serve. Case Studies. Emotion AI.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Today, the utilization of speech data is largely confined to recording call center transcripts.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40