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Voice Recognition Solution Gaining Fans
IVR Featured Article

Voice Recognition Solution Gaining Fans

 
December 12, 2014

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  By TMCnet Staff
 


There’s little doubt that call centers are big business all over the world. With that in mind, SK Telecom (News - Alert) has announced an industry-first voice authentication system that allows call center operators to determine the identity of a caller from the voice features of that caller. This software is put in place in order to make sure that the customer is well protected and that someone else can’t call in and get valuable information by pretending to be them.


In the age of spammers, scammers and computer hackers, it is that much more important to make sure that a business has gone the extra mile in order to make sure their customers are protected. Some businesses are going to route of introducing Skype-like video conferencing features. This allows the customer to see the call center employee and it allows the call center employee to see the customer.

Voice authentication software for call centers is certainly another angle that businesses are looking at more and more, partly because it doesn’t require nearly as high-tech a setup as video conferencing can. This technology measures and analyzes the different idiosyncrasies and voice frequencies of different callers and stores that information when told to by the operator.

This means that people who are calling into a call center often will give their name and the software will basically be able to tell if their voice matches up to what is on file. SK Telecom is one of the top Telecom companies in the region and it makes sense the firm would also be one of the first to launch an endeavor like voice recognition software. The company has also said it plans to look into a new kind of Video Automatic Response System and wants to have that implemented by the end of this month.




Edited by Rory J. Thompson
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