Route One Connect, a specialist in delivering exceptional customer experiences for contact centres using Amazon Connect and the wider AWS ecosystem, is pleased to announce its partnership with Aculab, a global provider of API-driven advanced speech and signal processing technologies for telecoms-related, automated interactive systems.
The partnership will see Route One Connect offer Aculab’s VoiSentry voice biometric solution to its clients in order to streamline the identification and verification (ID&V) process for callers. The ID&V process is a necessary part of all calls made into contact centres; traditional ID&V processes would use Knowledge-Based Authentication (KBA) to positively identify callers, which can be time consuming and cause friction in the customer’s journey.
By adding Voisentry and focusing on a customer’s unique voice print, Route One Connect can increase security for contact centres enabling them to reduce costs and improve the customer experience.
Aculab’s APIs allow Route One Connect to seamlessly integrate VoiSentry into customer call journeys, to complement their powerful conversational AI interface. Automating the ID&V process in this way can provide a smoother and more consistent ID&V experience for the caller, while also increasing security and reducing the time agents spend carrying out manual ID&V.
“We wanted a voice biometrics solution which offered the best possible security, but which is also robust enough to deal with real-life use,” said Alex Baker, Solution Architect at Route One Connect. “Our clients’ callers will need to verify their identity from a variety of locations, all with different levels of ambient noise. Compared with other voice biometric systems we evaluated, it was apparent that VoiSentry offered a high enrolment success rate and a high level of accuracy when verifying from different environments.”
“We are also very excited that voice biometrics is no longer reserved for only the largest businesses with the deepest pockets – partnering with Aculab allows us to make it a viable and compelling proposition for both fast growing SMEs, and larger more established businesses alike.”
Dr Ladan Baghai-Ravary, Aculab’s Director of Speech Technology and Research added “I’m delighted to welcome Route One Connect on board, and am looking forward to building on our partnership to create many new opportunities, while providing Route One Connect with another key differentiator in this dynamic and highly competitive market sector.”
About Route One Connect:
Route One Connect helps clients provide exceptional customer experiences to their customers, through innovative contact centre technology solutions.
Leveraging many years of experience in contact centre consulting, Route One Connect delivers cutting edge cloud solutions based on Amazon Web Services (AWS) – integrating conversational AI, machine learning, and a powerful agent desktop – to enhance interactions for callers and call-handlers.
Aculab is an innovative company that offers deployment proven technology for any telecoms related application. Its advanced speech and enabling technologies serve the evolving needs of automated and interactive systems, whether on-premise, data centre hosted, or cloud-based.
Over 1000 customers in more than 80 countries worldwide, including developers, integrators, and solutions and service providers, have adopted Aculab’s technology for a wide variety of business-critical services and solutions.
Aculab offers development APIs for voice, advanced speech, data, fax and SMS, on hardware, software and cloud-based platforms, giving a choice between capital investment and cost-effective, ‘pay as you go’ alternatives.
Headquartered in Milton Keynes, UK, Aculab also has an office in Norwood, MA, USA.