In the call center world, voice biometrics is the ideal solution: it provides higher levels of authentication/verification, but keeps costs low by increasing process automation. Most call centers ask for Personal Identification Numbers (PIN) numbers and, if another level of security is required, ask a "Challenge question." But many people could know the answer to a challenge question. Time is money, and a large call center can save tens of thousands of dollars every month simply by eliminating this process. Voice biometrics can also be used to eliminate the time-consuming "Password reset" process. With information input automatically, without the involvement of call center operators, data control levels rise, thus increasing quality of service, reducing wait time, and, in turn, providing a rapid ROI.
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