This client’s objective was to improve the ease of use and access to services by introducing a voice biometric solution for customers calling its contact centre, and for the future re-use across all its channels. Both active and passive voice biometrics were tested although the

This government organization was combining its services across the broader customer portfolio, in turn requiring a consolidated technology and services solution for its Contact Centres. Challenge: To improve and simplify the process of testing that encompassed such a large amount of c

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Reviews of "as is" states of IVRs often turn up significant opportunities to improve your customer experience and business performance.

Opportunities to leverage the largest biometrics deployment in Australasia.

Most contact centre managers and operations would love to have the number of enabling technologies Inland Revenue has implemented.

Setting out the CX capabilities of the future contact centre

This was the first major financial institution in the AsiaPacific (and arguably world) to successfully deploy voice biometrics in front of the contact centre.

Driven by a big objective the Inland Revenue project required some innovative thinking to enrollment design.

What do you do if your customers don't know their identification number but you want to voice verify them?