New Biometric identification solution by Spitch helps contact centres to move towards optimization with a significant business potential

2017
14
February
New Biometric identification solution by Spitch helps contact centres to move towards optimization with a significant business potential
14 February 2017
New Biometric identification solution by Spitch helps contact centres to move towards optimization with a significant business potential

Spitch, a Swiss based provider of solutions in Automatic Speech Recognition (ASR), Voice Biometrics, Voice User Interfaces (VUI), and natural language voice data analytics, has launched its newest biometric identification solution. Spitch IdentyFi makes it possible to identify a caller in real time and then run a continuous verification of identity throughout the telephone conversation. It works both for conversations with a contact centre agent and for automatically processed calls in combination with a voice-navigated IVR and self-services.

30 percent of the call duration can be reduced using Voice Biometrics Business value
Implementing biometric verification will help reduce costs up to 15%. However, cost-saving effect will dramatically increase up to 86% in case of implementing the whole package of solutions offered by Spitch.

Fully automating the processing of more than 80% of standard customer calls 24/7 Combining biometric speaker identification and continuous verification effectively allows the automation of other business processes: e.g. issuing or cancelling cards and passwords, filling in forms, submitting applications etc.

A successful combination of these biometric technologies, precisely tailored to needs and business processes, contributes to a value proposition that is unique on the market:

  • Reducing call handling time by up to 30%;
  • Fully automating the processing of more than 80% of standard customer calls 24/7;
  • Improving customer experience by offering a smoother and safer path to fulfilment.

implementing a combination of speaker identification, verification, and call answering automation should be prioritized over the acquisition of each of them separately to decrease costs and improve client satisfaction Customer feedback analysis
According to the recent survey of more than 100 banking executives during the British Banking Association (BBA) webinar, held by Spitch on 24 January 2017, 54,1% of bankers believe that implementing a combination of speaker identification, verification, and call answering automation should be prioritized over the acquisition of each of them separately to decrease costs and improve client satisfaction. Applying the entire spectrum of speech technologies is a critical success factor.


To explore how speaker identification works, and ways to raise quality and precision of your contact centre’s work please contact us

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