This news out of Bangalore, India shows that voice authentication technology provider PerSay has formed an alliance with IP-based communications giant Huawei to “pre-integrate” voice biometric solutions into its IP-Contact Center offering. It is a major coup for both companies, giving Huawei a significant source of differentiation against rival lPCC platform providers (like Avaya, Cisco and Genesys) and PerSay, “most-favored” status among voice biometric authentication solutions providers to a single company (Huawei) that is gaining market share in the fastest growing geographic segment of the contact center industry.

In its latest “Magic Quadrant” report, Gartner rated Huawei as a modest “niche player”, which is a quadrant it shares with Mitel, Altitude Software, Aastra Technologies and CosmoCom. This categorization is mostly due to its limited geographic wingspan and the fact that Huawei is regarded primarily “Big Iron” type company focusing on large, public carrier-based installations, especially those in China and South Africa.

Huawei sees it differently. According to company literature, its customer care contact centers already serve “one-fifth of the world’s population.” Its IPCC supports multi-channel and multi-media interactions is already “widely used” to support several vertical industries that will benefit from streamlined implementation of strong user authentication, specifically government, telecommunications and banking. In many cases, its infrastructure supports 10,000 seat installations, which means that PerSay could greatly expand its enrolled user base simply by integrating voice authentication into the agent log-in procedures.

The deal is not exclusive and PerSay continues to offer a solutions that “works with any contact center platform” by integrating with interactive voice response and CTI-based links. Still the alliance enables Huawei to respond to market demands for “secure and convenient” authentication of inbound callers with a pre-packaged solution.

Categories: Articles

Tags: Voice biometrics, Recombinant Communications, IP Contact Centers