VoiceVault announces that their voice biometric identity verification solution is being used by a leading US Cable provider to facilitate the authentication of retail customers contacting their customer service center
VoiceVault announces that their voice biometric identity verification solution is being used by a US Cable provider to facilitate the authentication of retail customers contacting their customer service center. Enrollment in the voice biometric platform is optional, however customers have embraced the new solution with over sixty thousand callers verifying their identity monthly.
VoiceVault's voice biometric identity verification solution enables the cable customer to forgo the cumbersome customer account verification questions with an agent. Now, with voice biometrics, when a customer wishes to add or change services, or request a pay-per-view show, the customer needs only to repeat a simple 4-digit phrase that takes less than five seconds to verify their identity.
The results are significant; the cable provider is saving tens of thousands per month in call center agent costs as customers can now fully self-service. Customers appreciate that their time is valued and feel secure using a system that guarantees them sole access to their account and as a result the customer adoption rate is increasing at 10 percent per month.
"We're delighted that our clients' retail customers are embracing voice biometrics," said Julia Webb, VP of Sales and Marketing at VoiceVault. "Our US cable client knows that providing their customers with excellent customer service is of paramount importance and a differentiator in their competitive market. The adoption percentages reflect the fact that customers like the experience and the security it provides them with."