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Demystify Voice Biometric

June 05, 2015
by Hamish
contact centre, IVR, Self-service, speech recognition, voice biometrics
0 Comment
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
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The Value in Biometrics

April 20, 2015
by Hamish
IVR, Self-service, voice biometrics
0 Comment
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
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“How Can I Help You” at Lloyds

May 04, 2014
by Hamish
agent, change management, contact centre, customer experience, IVR, Self-service, skills based routing, speech
0 Comment
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
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