There has been a lot of hype recently about voice biometrics for the contact centre, but what does it really entail and can it benefit your contact centre? Voice biometrics works by automatically comparing the voice of a customer on a call with a stored voice print of that customer to verify that they are indeed one and the same. The idea being that this helps cut down on contact centre fraud whilst also improving customer experience by reducing call handle times and removing the need to ask security questions for identification purposes. Voice prints are unique to each customer and when capturing them, the technology maps over 50 different physical and behavioural aspects of a voice to produce a unique and independent print. Physical characteristics takes into account the vocal tract, the shape and size of the mouth and nasal passage which generally don’t change over time. As for the behavioural factors this focuses on pronunciation, accent, pitch and intonation as well as speed of speech and the emphasis placed on words. It takes approximately one minute of speech to create a voice print and there is no need for customers to actively enrol in any kind of programme, if you already have a recording of that customer you can simply create the voice print from that with no customer, agent or IT involvement. Authentication is quick and will typically run in the background when a customer call comes in. Thresholds can be set to achieve caller authentication with scoring mechanisms set up as part of the calibration process. If the caller authentication does not match the required score, the usual security questions will dynamically pop up on the agents screen and you can revert to the usual tried and tested approach for verifying caller identity. With the ability to build suspicious watch lists and create known fraudster voice prints you can be more proactive in your approach to combating contact centre fraud. For those contact centres operating in the financial and insurance sectors or particularly susceptible to fraudsters there is clearly a business case for investigating voice biometrics further. To find out more contact our specialists on 0800 458 2988. Written by: Business Systems UK
Blog 28 August, 2025 What is Conversational AI? A Beginner’s Guide to Smarter CX In today’s fast-paced digital landscape, businesses are under increasing pressure to deliver seamless and efficient customer experiences (CX). Customers expect quick responses, personalised interactions, and 24/7 availability. This is where Conversational AI comes in. By leveraging artificial intelligence (AI) and natural language processing (NLP), Conversational AI enhances customer service, automates interactions, and significantly improves operational
Blog 23 July, 2025 Mike Wardell Appointed Executive Chairman We are pleased to announce that Mike Wardell, former CEO of Business Systems Ltd, has transitioned to the role of Executive Chairman of both Business Systems and Wordwatch. This strategic move marks a significant milestone for both brands as they continue to strengthen their market-leading positions in customer contact solutions and communications governance and archiving.
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Blog 8 July, 2025 From Hype to Impact: AI Strategies for Maximum ROI AI is revolutionising customer contact – but for many contact centres, the results aren’t matching the promise. Despite a surge in experimentation, too many organisations find themselves in “pilot paralysis”: high on potential, low on return. Contact centres need to adopt AI, but many are hitting the same wall: inconsistent ROI. Why? Because not all
Blog 3 June, 2025 Why Workforce Engagement is Key to Retaining Contact Centre Agents Call of Duty: Why Engaged Agents Stay in Contact Centres One repeat challenge our consultants see when we partner with new organisations is Agent retention. With increasing customer expectations, hybrid working models, and AI-driven efficiencies reshaping the contact centre industry, there is always an ongoing pressure for organisations to keep agents engaged and motivated in
Blog 15 May, 2025 How OpenAI’s o3 and o4 Mini Models are a major step forward in Conversational AI for Contact Centres The release of OpenAI’s latest large language models – o3 and o4 mini – represents a major step forward in the evolution of enterprise-grade AI for customer service. These new models are purpose-built to handle complexity, improve reasoning, and scale automation without compromising control or compliance. For contact centres looking to enhance customer experiences and
Blog 1 April, 2025 AI Agents in Contact Centres: Are You Ready for the Future? The Future of Customer Service is Here The contact centre industry is undergoing a significant transformation. Rising customer expectations, increasing operational costs, and workforce shortages are putting immense pressure on businesses to deliver seamless customer experiences while maintaining profitability. The companies that embrace AI agents today are the industry leaders of tomorrow – those that
Blog 10 February, 2025 What is Agentic AI and Why Does It Matter to You? Agentic AI is transforming contact centres by enabling systems to act autonomously, adapt to new situations, and proactively achieve goals – much like a human agent. But how does it differ from traditional automation, and why should contact centre leaders take notice? What is Agentic AI? Unlike rule-based automation, Agentic AI makes independent decisions, learns