SpeechStorm Launches its 2008 Voice Biometrics Awareness & Adoption Trends Survey
London, UK – SpeechStorm, the specialist provider of speech self-service solutions for contact centres, has today announced that the UK’s first consumer-led survey into awareness and attitudes around Voice Biometrics is underway. Consumers spanning a range of age groups across London and Birmingham are participating in face to face interviews to provide insights into how Voice Biometric technology is perceived and understood, its benefits and inhibitors and how consumers are likely to embrace the technology in their day to day lives.
This SpeechStorm survey has been undertaken with Genesys Laboratories and under the guidance of Professor Michael McTear, a leading researcher in the area of speech recognition from the University of Ulster. The survey comes at a time when the use of Voice Biometric technology is gaining momentum with many banks and financial services institutions as a means of protecting its customers from identity theft and telephone fraud attacks.
Home Offices estimates show that identity theft in the UK costs the British economy £1.7 billion annually and is amongst the UK’s fastest growing crimes with a growth rate of 500% since 1999. The dramatic increase in telephone fraud is in direct correlation to identify theft. All current telephony transactions are based on knowledge verification from the caller i.e. account number, PIN, Postcode etc. Once this information is available to a fraudster, the financial institution cannot easily discern when a fraudulent transaction is taking place. This unique survey will offer valuable and very timely insight into how consumers perceive this technology and how it might help address identity theft.
“At SpeechStorm we have taken a pioneering role in developing demonstrable voice biometric solutions that allow both the consumer and financial services provider to see what can be achieved with this technology,” commented Oliver Lennon SpeechStorm’s CEO. “This is a rapidly developing market and the survey will contribute significantly to advancing our understanding of the distinct perceptions and needs of consumers with regards to voice biometrics. We look forward to unveiling these unique insights and furthering market awareness and development as a result.”
The top level survey results are expected to be available from mid to late June. Editors and writers are invited to liaise with the Survey PR contact, listed at the top of this release to secure copies of the survey results.
About Genesys Telecommunications Laboratories, Inc.
Genesys, an Alcatel-Lucent company, is the only company that focuses 100 per cent on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfill customer requests, optimise customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organisation, from the contact centre to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com
About SpeechStorm
SpeechStorm provides speech self-service agents that work alongside the contact centre, enabling callers to get what they need, faster and at their own convenience.
Using the SpeechStorm inbound and outbound speech solutions suite, contact centres across the world are transforming their customer experience, reducing costs and improving service levels. Organisations including Irish telecoms giant, eircom, Dixons Stores Group, SITA, Northern Ireland Electricity, the National Blood Service and Allied Irish Banks rely on SpeechStorm solutions to underpin their contact centres and to improve the performance of their businesses.
Backed by a professional services capability of more than 250 consultants, SpeechStorm is part of Kainos Software Limited. SpeechStorm has offices in the UK and Ireland
June 09, 2008
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June 09, 2008
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