There is a lot of mystery surrounding voice biometrics, particularly in relation to performance. Unfortunately what dominates most anecdotal stories is the enrolment numbers. While these are obviously critical to the end result, the true value is only realised from the verification su

When you start your due diligence on voice biometrics a few good lessons can be gained from early speech recognition implementations (actually you’ll still find plenty like this today). These speech systems were put in as a step-change where the experience would leap over the lo

Flare have worked and delivered voice biometrics systems across multiple countries, and, including reviews we’ve been engaged to conduct, have been exposed to 95%+ of all enrolments across these countries. Our conclusion is that while some systems still struggle to derive the bu

Flare Design, recently caught up with John Carr and Andrea Ayres in the U.K, to discuss Lloyds Telephone Banking transformation program and the, now embedded, open speech navigator. John Carr said “The open speech navigator was the first of several initiatives that target improving th

(26 March 2014) Revenue Minister Todd McClay today released news on the www.beehive.govt.nz website that the Inland Revenue Department had surpassed 1M enrolments into its voice biometrics solution, known as Voice ID. The service fully launched in January 2012, reaching its first 500,

We are pleased to see the launch of Australia’s first video call centre at Defence Bank recently (15 January 2013). We’ve worked on transformational initiatives, such as home bankers and the technologies to enable video, but now we’re seeing this possibility being re

Just recently NAB executive general manager, Adam Bennett, fronted a media lunch in Sydney, discussing Voice Biometrics and possible extension beyond the contact centre. NAB has recently re-vitalised its voice biometrics solution, originally deployed in late 2009. Part of the enhancem

What makes a customer really happy? We get to work with many “technologists”, delivering all sorts of solutions in and around the contact centre. Most of these projects in their own right are fantastic, lift performance and improve the customer experience. However, everyth

Auraya, developers of the ArmorVox™ Speaker Identity System, recently caught up with Paul Jennings, previously the Program Director Contact Centre Transformation, to discuss Voice Biometrics at St George Bank and how it has the potential to enrol 30,000 callers each month. Paul Jennin

The NAB website highlights that around 40% of its customers don’t know their NAB customer number and/or PIN. This was a key factor in the introduction of “Speech Security”, a voice biometric project that Flare Design helped deliver in 2009/10. The project specificall