Using Voice Biometrics to Secure your IVR and Shorten the Call

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When we think about biometrics, our minds could quickly drift to the elaborate authentication sequences of sci-fi/heist flicks, with vaults of gold guarded by impenetrable layers of iris, fingerprints or voice scans. Yes, we also envision an antagonist slowly breaching security, crawling across invisible lasers …

Contact Center Leaders: What Customers Expect This Holiday Season

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The value of providing a consistent, superior contact center experience is an essential part of any company’s strategy for success. While this holds true throughout the year, the spotlight shines especially bright on contact centers during the holiday season. Consumer spending surges between Black Friday …

Innovating with IVR

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IVR is still the workhorse in the contact center, with clear and proven value propositions like cost reduction through automation, or 24/7 availability of information. Well-designed IVR can work hand-in-hand with agents in the contact center, and ensure a smooth handover from digital channels such …