IPI, the digital contact centre specialist, today announced it is partnering with Aculab, a leading provider of telephony hardware and software. The collaboration will integrate Aculab’s VoiSentry voice biometric system into IPI’s speech recognition applications to reduce the friction experienced during the identity and verification process (ID&V) in the contact centre.
The partnership will amalgamate Aculab’s VoiSentry voice biometric technology into IPI’s ID Me product suite. Aculab’s VoiSentry voice biometric system allows IPI, as part of its speech recognition applications, to verify a customer’s identity through their unique voiceprint. Customers using IPI’s tool will see a reduction in the ID&V process from the UK market average of 38 seconds to as little as 5 seconds, with the process fully automated within the inbound call flow.
“The ID&V process is a necessary part of every call into the contact centre, however, it can be a cause of great friction in the customer’s journey,” said Steve Murray, Solutions Director at IPI.
“Our upgraded ID Me suite – now using Aculab’s VoiSentry voice biometrics system – smooths out this process, speeding up the identification process and reducing the agent’s call handling time, adding additional security and assurance into the verification process.”
Traditional ID&V processes use knowledge-based authentication – asking the customer a series of questions to positively identify them. By focusing on a customer’s unique voiceprint, IPI’s revamped solution will provide the highest level of security to contact centres, whilst enabling them to reduce costs and improve the customer experience. End-users will also benefit from a faster and more natural ID&V process, all streamlining the customer journey. Existing IPI ID Me customers can upgrade their solutions to take advantage of the new technology.
“When we created our voice biometric system, we set out to make this advanced technology – usually the reserve of large-scale, big-budget contact centres – available to the mid-market contact centre. VoiSentry does just that,” said Alan Pound, Founder and CTO at Aculab.
“IPI is a great partner for Aculab, having both the in-house expertise and the right product-set to get the most out of our technology, and to ultimately deliver the best solution to their customers.”