Voice biometrics

Voice Biometrics 2009: Building on Expectations


Featured Research
After years “behind the curtain,” a number of voice biometrics-based applications are moving from the pilot stage to full-scale deployments. Long-term growth will depend on how well solutions providers address issues of usability, affordability and integration with existing IVR and security infrastructure. Their track record is definitely improving.

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The Message of Voice Biometrics: “Your Identity is Important to Us”

One of the banes of phone-based commerce is the phrase, “Your call is important to us.” It tends to be the last thing an inbound customer hears from an IVR system before being put on interminable hold. It would be much more reassuring – and accurate – for an IVR to say that “Your identity is very important to us” and then, rather than indiscriminately placing each call on hold, to treat each caller according to his or her expressed preferences, status, or other known attributes.