Nuance Teams up with TalkTalk to Roll out Voice Biometrics to UK Consumers for a Better Customer Experience
March 17 2016 - 9:44AM
Business Wire
TalkTalk Becomes First Telecoms Provider in the
UK to Embrace Voice Biometrics from Nuance
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
TalkTalk has chosen Nuance’s voice biometrics technology to improve
the customer experience in their automated phone system. This
innovative authentication solution is being integrated with
TalkTalk’s intuitive interactive voice response (IVR) system, which
uses Nuance’s natural language understanding (NLU) technology to allow customers to speak
naturally instead of navigating through a phone menu. Customers at
TalkTalk can now use the sound of their voice to easily and
securely confirm their identity when calling in for service.
Through a partnership with Nuance, TalkTalk is the first
telecoms company in the UK to tap into voice biometrics in order to
provide a more seamless and secure path for customers to gain
service and support. Rather than stating passwords and personal
details, enrolled customers can now use their voice as their
password, simply saying: “With TalkSafe, my voice is my password.”
Nuance’s powerful voice biometrics technology goes to work on the
back-end, comparing a customer’s voice to their unique voiceprint
and securely authenticating the customer or flagging the call if
fraud is suspected.
By layering voice biometrics into a company’s customer
experience strategy, Nuance is able to power more human customer
service conversations, leveraging seamless voice-enabled solutions
to deliver customers the help that they need quickly and
securely.
Tristia Harrison, TalkTalk’s consumer managing director, said:
“We’ve listened to what our customers have told us about wanting a
simple, secure service. TalkSafe is an important and exciting step
on that journey.”
“As the first UK telecoms provider to roll out voice biometrics
as standard, we’re proud to be leading the way in making this
advanced technology accessible to millions of homes across the
country at no extra cost.”
“It is no secret that consumers have higher expectations and
demands for the type of service they receive from the companies
they do business with,” said Robert Weideman, executive vice
president and general manager, Enterprise Division, Nuance.
“TalkTalk is taking a giant step in the right direction by setting
the bar high when it comes to offering a differentiated and
personalized interaction with their customers. The experience is
more natural and compelling from the second the phone call begins
and lasts throughout the entire length of the customer service
process.”
Nuance’s voice biometrics solutions have been adopted globally
by other large organizations such as ING Netherlands, Tangerine
Bank, Tatra Banka, Turkcell, Santander Mexico and Vodacom South
Africa.
Around the world, voice biometrics is quickly becoming an
accepted form of authentication which has proven to be both secure
and convenient. New data from Opus Research shows that the voice
biometrics authentication market is poised to grow from $200M
(2013) to $750M globally in 2017. Nuance voice biometrics
technology leads the industry, with over 60 million voiceprints
deployed by its customers. (Opus Research: Census Report: Voice
Biometrics Census and Forecast, November 2014).
To learn more about how voice biometrics can reinvent a customer
experience, go here.
About Nuance Communications, Inc.Nuance Communications,
Inc. (NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit: www.nuance.com.
Nuance and the Nuance logo are trademarks or registered
trademarks of Nuance Communications, Inc. or its subsidiaries in
the United States of America and/or other countries. All other
company names or product names may be the trademarks of their
respective owners.
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Nuance Communications, Inc.USErica Hill,
781-888-5518erica.hill@nuance.comorEMEAVanessa Richter, +32
475769507vanessa.richter@nuance.com
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