Salmat offers voice biometrics to mid-market
A 2009 Identity Verification Study conducted by callcenters.net highlighted that the most preferred method of verifying identity among consumers was biometric voice identification; Aussie company Salmat has launched a suite of speech recognition and voice biometric solutions designed specifically for mid-market companies
Salmat, an Aussie Customer communications solutions company, has launched a suite of speech recognition and voice biometric solutions designed specifically for mid-market companies who want to improve their customer service, improve operational efficiency, reinforce client privacy, and bolster overall security.
Up until now, Salmat has primarily deployed speech recognition and voice biometric systems for large-scale, multi-national organizations looking to drive better customer engagement, but Salmat, general manager for speech solutions, Allan Burdekin, says increased demand from mid-market companies has led the company to provide a standardized offering to organizations who want to take advantage of speech recognition and voice biometric solutions.
“We decided to take our experience gained in deploying solutions for large organizations and create a standardized offering for the mid-market. This new service provides companies with the chance to enhance their customers’ experience through the adoption of technology and expertise previously only available to the government and much larger enterprises,” Burdekin said.
According to Burdekin, consumers today are becoming more comfortable with Natural Language Speech Recognition (NLSR) and voice biometrics.
ITWire quotes Burdekin to say that the 2009 Identity Verification Study conducted by callcenters.net highlighted that the most preferred method of verifying identity among consumers was biometric voice identification, a technology that enables a person’s identity to be authenticated using the unique characteristics of their voice.
“This was favoured by 45 per cent of respondents, followed by PIN (21 per cent), password (18 per cent) and personal details or history questions (16 percent).”
Burdekin said Salmat’s mid-market offering now allows companies cost-effectively to scale their speech recognition and voice biometric capabilities to help support improved customer engagement through increased call resolution and greater access to automated services.
“As part of the offering, Salmat will also provide standardized documentation and access to consultancy services to support the integration of its technology with a customer’s existing PABX/IVR system. Salmat will provide clients with a variety of deployment and commercial models to meet customer requirements,” Burdekin said.
