Voice recognition technology could prove a useful tool in efforts to keep fraudsters from gaining access to a company’s client’s personal information from call centers. Simon Cranswick, general manager for interactive solutions at developer Dimension Data, made these comment at the Customer Interact Forum about the importance for measures that could reduce fraud committed via contact or call centers, according to an IT Web article.
In addition to pointing to the security benefits of moving towards a voice-biometric, Cranswick also says companies would likely see a return on investment within a year due to the reduced time and effort associated with manual verification.
Even beyond those two positives for call centers employing the technology, he further pushed the capability of the technology in enhancing customer service through easing the work of a call center operator and removing the need for a customer to have to answer a series of annoying questions during each calls.
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