Our site uses cookies to make it work and to help us give you the best possible user experience. By using our site, you agree to our use of cookies. To find out more about cookies and how you can disable them, please read our cookies statement. 

Cookie Settings

You can manage your cookie settings by turning cookies on and off.

Click on the different cookie  headings to find out more about the types of cookies we use on this site and to change your settings. Please be aware that if you choose to turn off  cookies, certain areas of our site may not work and your browsing experience may be impacted.

For further information on how we use cookies, please see our cookies statement. 

Strictly Necessary Cookies

(Req)

These cookies are essential for the technical operation of and proper functioning of our site  and enable you to register and login, to easily move around our site, and to access secure areas. Without these cookies our site won't function properly.  

These cookies are required

Performance Cookies

Performance cookies allow us to collect aggregated and anonymous data on how our site is used, such as the number of visitors to our site, how you navigate around and the time spent on our site and also to identify any errors in functionality. These cookies also help us to improve the way our site works by ensuring that you can find what you’re looking for easily, to better understand what you are interested in and to measure the effectiveness of the content of our site. 

Marketing Cookies

These cookies allow us to advertise our products to you and allow us to pass this information on to our trusted third parties so that they can advertise our products to you on our behalf. All information these cookies collect is aggregated and therefore anonymous. No personal information is shared to third parties. Any personal information collected while using our website could be used for direct marketing from Dimension Data only.

Kiss customer authentication issues goodbye

Blog

Your voice is your password with biometric authentication

There’s an exciting trend in customer analytics and it’s gaining massive traction. According to our annual Click CX Benchmarking Report, evolving data capture trends including the use of voice biometrics and related customer authentication techniques, are driving more seamless, and better designed customer experiences. The usage of customer identity mechanisms to tailor and personalise future customer experiences mandates organisations must deliver intelligent automation in the CX journey.

Automation enables a drop in costly costly human agent interventions, and deepening integration of artificial intelligence techniques will continue as a significant growth area. Virtual agents leveraging the increased data that’s being captured, can provide knowledge to power and enhance the CX by delivering real-time information. These developments have exciting implications for self-service as well as workforce optimisation and cost cutting. Our research shows that self- or assisted-services can improve CX, reduce costs and respond to customers’ appetite for digital as part of an omnichannel strategy. Proactive automation techniques that pre-empt customer needs is an inevitable next step and will be a capability for the majority by the end of the year.

Automation levels are increasing. Voice biometrics system deployments have doubled and are gaining significant momentum

Customer login details, at 50.8%, remains the top mechanism used to verify customers on automated channels. At 40.7% it’s also the most common method for assisted-service transactions. Manual identifications are decreasing, but it’s still by some way the most common experience encountered on telephone interactions and highlights a significant opportunity for streamlining that’s still being missed.

While still perceived as a niche solution for some, the use of voice biometric systems is gaining traction. Deployments have doubled in the last year, and by a near 150% since 2015. It’s applied in steady measure across every channel grouping. There’s evidence of keen focus within several industry sectors too, where some deployments levels are almost double the global benchmark.

Why it matters:

The use of voice biometrics for both customer authentication, identification as well as fraud detection is a key trend in the industry across channels, with many organisations seeing improvements in identification and verification rates, as well as reductions in operational costs related to manual identification processes.

How you can accelerate this seamless journey for our customers:

  • Basic: Outline areas where your customers can identify themselves, for example, with the interactive voice response, on the web, when connected to an agent, among others.
  • Intermediate: Begin to take steps towards automated identification, such as via matching caller ID, or, take a verified customer on a web portal and allow them direct phone access tied to the existing verification.
  • Advanced: As use cases grow, expand the scope of automated identification to include verification as well (through voice biometrics or a similar mechanism).

Are you interested in accelerating your customer experience journey? Get the 2017 CX Benchmarking Report Asia summary

Or you can watch the magic of voice biometrics with this video

Previous Article: Dimension Data and Cisco 25 year partnership project awarded Next Article: Why programmable infrastructure has reached it's tipping point

You may be interested in

Aerial view of buildings
Blog

IT Trends 2018: Transforming customer experiences and business outcomes with the Internet of Things

It was in 1909 that Harry Gordon Selfridge, founder of Selfridges, coined the phrase ‘the customer is always right’ and went on to embed the philosophy across his retail empire.

Read blog
People meeting
Blog

How established providers can master omnichannel

Our 2017 Global Customer Experience Benchmarking Report highlighted that many established businesses are struggling to adapt to the omnichannel expectations of their customers.

Read blog
Leader talking to employees
Blog

Location-based services and the changing customer experience

LBS-enabled apps use a content provider to supply the end user with geo-specific information relevant to their exact location, but what's it got to do with customer experience?

Read blog
Tent close to water
Blog

Top IT Trends to watch in 2018: Be prepared to take advantage of digital's opportunities

As the new year fast approaches, it’s time to think of how your business can continue to remain one step ahead by looking at the IT trends shaping your industry.

Read blog