A customer either calls into a system or is called by the system, and is asked to recite six, five-digit phrases. From that, the system creates a mathematical representation of his or her voice, called a voiceprint. For subsequent transactions, the customer is prompted to recite a random five-digit number; if the voice matches the voiceprint, he or she is granted access or approval.
Andy Wright, executive vice president, global marketing services of Carlson Marketing, said: This gives our clients an unbelievable edge with their customers, in terms of customer satisfaction and brand differentiation. It has a huge ‘cool’ factor; it’s totally secure; and it actually reduces contact center costs.
