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Consumer Sentiment Strongly Supports Voice Biometrics for APAC Contact Centers

2017-03-08 11:28
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NICE survey reveals an opportunity for contact centers to improve customer service by using voice biometrics technology

SINGAPORE, March 8, 2017 /PRNewswire/ -- NICE today announced the results of its Asia Pacific Voice Biometrics Consumer Survey. The survey revealed that consumers are overwhelmingly in favor of companies using voice recognition to authenticate their identity when interacting with a contact center. This saves times for both customers and contact center agents and eliminates frustration caused by forgotten passwords or wrong answers to traditional security questions.

NICE's survey of 900 consumers in Australia, Hong Kong, India, Indonesia, Philippines and Singapore discovered the following:

  • 46 percent of respondents rated their current experience of authenticating themselves when engaging with a contact center as somewhere between neutral and terrible. Just nine per cent said it was 'great.'
  • 55 percent of people said having to answer security questions (which are usually personal) to a stranger via telephone when they're in a public place is their biggest frustration when trying to authenticate themselves.
  • Consumer readiness to accept voice biometrics for contact center authentication is high: 88 percent were open to voice biometrics. Of the people who had never heard of voice biometrics, 81 per cent were open to it once they understood what voice biometrics means.

Raghav Sahgal, president of NICE APAC, said:

"Once the respondents learned about the benefits of biometrics, their likelihood of performing transactions via the contact center increased by 1.5 times. This demonstrates high levels of readiness and a huge revenue opportunity for businesses that can incorporate voice biometrics into their authentication processes.

"Voice biometrics lets enterprises interact with their customers in a friendly and personalized manner by authenticating the customer on the background of a natural conversation, allowing service agents to immediately start helping the customer. This greatly improves customer satisfaction and reduces fraud. Organizations that implement voice biometrics technology can dramatically improve customer service and reduce handle times, leading to increased sales and customer loyalty."

For the full results download the survey here.

To learn more about NICE's real-time voice authentication solution click here.

About NICE

NICE is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com.

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE. All other marks are trademarks of their respective owners. For a full list of NICE's marks, please see: www.nice.com/nice-trademarks.

Logo - http://photos.prnasia.com/prnh/20170308/8521701503LOGO

Source: NICE
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