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:
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.
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