Nuance Biometrics SpeechSecure ™ uses biometric technology to verify callers’ identities based on characteristics of their specific vocal patterns.
The SpeechSecure application provides added security for callers who need to access personal information over the phone and enables a host of commercial applications without sacrificing caller convenience.
Nuance has deployed this technology for Barclays Wealth in the UK. Watch the video below to see how voice biometrics has advanced and improved Barclays Wealth’s customer experience.
White Paper: Voice Biometrics goes Mainstream
The latest biometric technologies can help customers to be verified based on their unique physical characteristics - whether it's their voice, fingerprint or face.
White Paper: Speech Analytics goes Mainstream
Speech analytics remains a significant investment area for companies, given its ability to drive operational improvements, contain costs and impact customer satisfaction.
Blog: Creating Next-Gen Customer Experiences in Utilities
One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas Networks), Mark Royle (Chief Executive Officer at Zebra Power) and our moderator Sarah Lockett.
Blog: How retailers can use digital tools to reduce post-Christmas returns and provide a better CX
Tis the season of gift-giving – and returning. January sees retailers flooded by returns as consumers send back unwanted gifts and regret those sales bargains. The cost to shops of this activity is huge. But there are some simple things retailers can do to support customers and reduce returns.
Blog: To save the high street, retailers need to rethink their approach to customer experience
The British high street is not dead. There, I’ve said it. Yes, Debenhams and the Arcadia Group stores are closing. Yes, the pandemic has put high street stores under immense pressure. But I don’t think this is the end of our town and city centres. I think this is an opportunity to transform the retail industry and start afresh. We need to start by rethinking our approach to customer experience (CX).
Report: The UK Contact Centre Decision-Maker’s Guide 2020-21
The "UK Contact Centre Decision-Makers' Guide (2020/21 - 18th edition)" is the major annual report studying the performance, operations, technology and HR aspects of UK contact centre operations.
Case Study: How AI-powered interactions and intelligent routing, allowed M&S to be more responsive to customer needs
The modern-day call centre has taken some significant technological advances over the past few years and multinational retailer Marks & Spencer want to stay ahead of the curve.
Blog: What is customer experience?
Find out what customer experience or ‘CX’ is and why it matters. Discover how to improve customer experience to benefit both your business and your clients.
Blog: What is a customer experience strategy?
A customer experience strategy is vital to help businesses navigate both the good times and the bad. It’s your plan of action to help you focus on your priorities and deal with issues when they arise. Find out everything you need to know about customer experience strategy.
Case Study: loveholidays uses Twilio Flex to Improve Agent Productivity by 20%
For over four months, travel agencies like loveholidays have been forced to refocus their customer service agents from bookings onto cancellations.
Blog: How psychological safety (and Aristotle) can help you beat the competition
CX Educator Sandra Thompson talks psychological safety and how it could help your teams operate on a whole new level.