Explore our comprehensive feature that best suits your business for enhanced communication. Discover now!
Purchase unlimited numbers for unparalleled flexibility and connectivity in your contact center
Expand your business’s reach nationwide with a toll-free number accessible in the US, and Canada
Centralize all your numbers and users in one accessible location, regardless of their global distribution
Register multiple phone numbers for your agents and efficiently manage calls from various devices within a single system
Customize business hours for individual phone numbers, ensuring calls are received at your preferred time
Craft customized greetings for welcome and voicemail messages to enhance caller experience
Easily convert written text into spoken words using our cutting-edge Text-to-Speech functionality
Ensure seamless call routing to the appropriate team member every time by customizing your call distribution
An interactive customer menu, facilitating seamless navigation and access prior to connecting with an agent
Efficiently route calls to teams categorized by location, language, skill, or any other desired trait
Get local, toll-free, and vanity virtual phone numbers for countries like the USA, Canada, UK, and many more. Boost global communication with ease.
Enhance your reach and streamline communication, ideal for contact center operations
Access unlimited call history records for comprehensive tracking and analysis of each number
Efficiently manage multiple conversations with our seamless call holding feature from separate lines.
Access voicemail transcriptions conveniently through the Voicemail Logs section
Boost contact center insights with Call Recording: Capture key conversations for improved communication strategies
Customize your inbound calling journey to align with your business's unique needs and meet customers' expectations
Easily configure call forwarding for your Dialaxy phone numbers to ring web portals, landlines, or mobile apps
Automatically route calls to agents based on customer status, technical skills, or business requirements for efficient handling
Efficiently organize call logs by filtering them based on date and time, providing detailed and refined data.
Easily send and receive global text messages using your Dialaxy number with unlimited logs
Business texting from any registered line in Dialaxy, enabling instant SMS exchange while seamlessly integrating your CRM
Efficiently organize message logs by filtering them based on date and time, providing detailed and refined data
Silence conversations effortlessly with our convenient mute conversation feature to control over your messaging experience
Elevate drip campaigns with automated SMS messages, easily managed from your Dialaxy account
Automate messages with the schedule SMS feature for business to improve communication and boost productivity by sending texts at the perfect time.
Effortlessly schedule MMS for your business to automate multimedia messages, engage customers, and enhance your marketing campaigns.
Access our web applications seamlessly on various web browsers for a versatile and user-friendly experience
Unlock the full potential of our mobile app for effortless communication on the go. Explore intuitive features tailored for convenience and productivity
Access our desktop agent seamlessly on Mac, Windows, and Linux for a versatile user experience.
Make calls directly from your browser using the Dialaxy Chrome extension, eliminating the need to use your phone
Easily share your Dialaxy phone numbers with team members for seamless collaboration
Efficiently organize call, message, voicemail logs by filtering them based on date and time, providing detailed and refined data
Expand your agent group seamlessly for enhanced teamwork and productivity within your organization
Connect with an unlimited number of contacts, ensuring comprehensive communication coverage
Easily import and export bulk contacts for streamlined organization in CSV and Excel format
Receive incoming call alerts directly on your screen and initiate conversations instantly by clicking the banner.
Stay informed with mobile notifications, ensuring you never miss important updates or messages while on the go
Receive voicemails directly to your email account with attached recordings, ensuring seamless access and convenient playback
Stay updated with extension notification, helping you to manage task smoothly
Easily activate integrations with just one click from the Dialaxy admin dashboard, streamlining all settings management
Streamline your workflow with seamless CRM integrations compatible with leading CRM platforms, without switching tabs
Expand your network of shared contacts through Google Contacts, mobile phones, CSV files, or CRM integration
Automatically sync. data with your existing CRM, seamlessly consolidating all information into one unified system
Discover top-tier platforms compatible with Dialaxy for enhanced marketing, productivity, and CRM capabilities
Try Dialaxy live! Schedule your demo session today.
Connect Dialaxy with your favourite tools. View all integration
Find tailored industry based communication solutions for your business needs. Explore now!
Clear calls to advanced collaboration, get your startup's communication covered.
Prioritise patients first and ensure a safe communication.
Enhance customer communication for orders, complaints, and returns.
Maximise customer support for better travel experience.
Boost customer engagement, and manage high volumes of calls.
Maximise guest experience, streamline reservations, and optimize staff collaboration.
Provide franchise support, streamline operations, and ensure seamless collaboration.
Optimize team collaboration, client interactions, and consultations.
Enhance client service, claims processing, and agent collaboration.
Elevate candidate engagement, streamline interviews, and optimize team collaboration.
Enhance student engagement, streamline administrative tasks, and facilitate seamless collaboration.
Manage day to day operations, track shipments, and enhance team coordination.
Streamline inquiries, boost customer service, and team collaboration.
Answer property inquiries and manage client interaction smoothly.
Empower your small business with better communication channels.
Access valuable resources available for optimising your communication strategy. Explore now!
Stay updated with industry insights and tips on our blog.
Explore the advantages of upgrading to Dialaxy from your current VoIP system.
Maximize lead possibilities of your company with Local Phone Number
Get insights into who we are and what we stand for.
Explore inspiring success stories from our regular clients.
Discover A2P 10DLC solutions for reliable messaging.
Get access to our app for seamless communication on the go.
Find answers to common questions on our Help Center page.
Access our free lookup tools to quickly gather essential information. Try them today!
Verify phone numbers and enhance consumer profiles with fresh, accurate lead data from hundreds of trusted sources.
A free phone validation tool designed to accurately verify and ensure the authenticity of phone numbers across various formats and regions.
Perform a free phone carrier lookup on any phone number across various countries, providing instant details about the carrier and network provider.
Perform a free reverse phone lookup on any phone number, allowing you to quickly identify the caller's details from any country across the globe.
Generate up to five unique phone numbers instantly at no cost using our Random Phone Number Generator tool.
Home - Software and Tools - What is Voice Biometrics? And How Does Voice Biometrics Work in The Contact Center?
Reviewed by : Prasanta Raut
According to a study conducted, the global voice biometrics market was valued at around USD 2.53 billion in 2022 and is estimated to grow about 23.48% from 2023-2028.
Voice biometrics is one new invention that has completely changed how businesses confirm identities. Utilizing the unique characteristics of each person’s speech, voice biometrics provides an advanced means of security.
This blog provides in-depth information about voice biometrics and how it works in contact centers along with some benefits and common challenges.
Let’s dive straight into it!!!!!!
Table of Content
Voice biometrics is a technology that uses a person’s voice to identify and authenticate them. According to this technology, every individual has a different frequency pattern and set of vocal characteristics. It analyses a set of characteristics that can be used to identify the individual such as rhythm, pitch, frequency, and tone.
This technology uses machine learning algorithms and voice databases. It analyses and compares the data of known voice features with the unknown ones and if there is a match between the voices, the voice biometrics system will determine who is speaking.
The following are the two main types of voice biometrics.
An active voice biometric is simply where the user is expected to actively participate. this means repeating a particular phrase multiple times to set up the voiceprint in the biometrics system and other things.
This type of voice biometric is most commonly used in high-security situations where an additional layer of security is required.
With a passive voice biometric system, the user does not have to actively participate by repeating a specific phrase to set up their voice data. It is more of a user-friendly approach to voice biometrics as this method uses the user’s voice during a regular conversation.
A voice biometric system offers a highly secure security method based on unique voice characteristics, providing reliable verification without the need for physical passwords. The following are some of the top advantages of a voice biometrics system in contact centers.
Contact center voice biometric authentication has enabled clients to interact with agents more quickly than they could have with a “traditional” identity check procedure, indicating a quicker verification time. Additionally, the average handling time—that is, the duration of time customers spend calling and waiting for their issue to be resolved—is greatly decreased. Speech biometric verification can help organizations cut their average handling time by more than thirty seconds per call.
In a contact center, voice biometric authentication helps in recognizing fraud and prevents account takeover. The contact center increases security by enrolling the customer’s voice, creating a voiceprint, and encrypting it. With this system integrated into your contact center, a high level of caller authentication accuracy is achieved when we combine the system with speech detection software.
With the normal verification process, callers were provided with security questions or a PIN. These login details were compromised and shown to be weak. Expert scammers can easily find the answers to such inquiries by searching the account holder’s website.
But voice biometrics can weaken the scammer’s system. It is very hard to compromise on a unique vocal pattern. Even when scammers attempt to take control via an IVR, mobile app, or contact center, the security of voice biometrics prevents them. Due to all of these safeguards against fraud, voice biometric authentication is highly susceptible to fraud.
When using traditional login techniques, customers may find it time-consuming and annoying to memorize complicated passwords or respond to security questions. The voice verification method allows customers to authenticate themselves quickly and easily.
Additionally, voice biometrics frees up customer support agents to concentrate more on fixing the customer’s problem than on confirming their identification. This shortens call times and boosts client satisfaction.
Voice biometrics works in a very unique way. It captures a voice sample from an individual and converts it into a unique voiceprint using complex technology. Then, it stores the voiceprint and uses it for future authentication. In the future, if the same person tries to authenticate the identity, then the system takes the voice sample and matches it to their database. If the two voice samples are a match, then the person is authenticated.
Down below, we will provide you with an overview of how voice biometrics works from start to finish. Let’s get started.
Even though voice biometrics is fairly a new technology, a lot of different industries have already started implementing it into their system. The following is a list of a few of them.
Even though the voice biometric is an excellent method of authentication, it often faces some kind of challenges. The following are some of the common issues you might face while using voice biometrics in your contact center.
Voice biometrics allow strong identification verification and is a groundbreaking advancement in security technology. They offer a smooth and user-friendly authentication process, improving security as we become more dependent on digital interactions. Voice biometrics is also going to change the way we handle and safeguard sensitive data in the future.
To summarize the above article, we have mentioned all the necessary information regarding voice biometrics and how it works in contact centers. We hope you enjoyed reading this blog post. As always, we recommend that all our readers do their research before considering implementing it into your business.
Voice biometrics is a new technology that recognizes and identifies individuals based on their unique vocal and other characteristics.
Voice biometrics provide a more secure security method compared to traditional passwords due to the unique characteristics of each person’s voice, authentication capabilities, and integrated anti-cyber thread measures.
Voice biometrics enhances the customer experience in contact centers by simplifying the authentication process with voice verification, reducing agent wait times, and improving security measures.
The following are the challenges you might face while using voice biometrics in your contact system.
The following are the industries that use voice biometrics besides contact centers.
Prasanta is the founder and visionary CEO of Dialaxy. He is on a mission to redefine the landscape of SaaS solutions, infusing creativity and ingenuity into every aspect of Dialaxy’s offerings. His fervent dedication to simplifying sales and support processes drives Dialaxy’s forward momentum, delivering unparalleled value to businesses of all sizes. Embark on a transformative journey with Prasanta and Dialaxy as they pave the way for a new era of sales and support excellence.
Prasanta Raut