Dotlines Group (SG), the makers of Pulse CXM, a challenger of legacy customer experience solutions platforms in SE Asia, announced it is partnering with Aculab, a leading provider of telephony hardware and software. The collaboration will integrate Aculab’s VoiSentry voice biometric system into Dotlines’ Pulse – CXM platform application.
The integration will reduce the numerous steps needed in traditional authentication processes. It will also deliver a superior quality of service, and improved customer satisfaction. The partnership paves the way for highly regulated enterprises, such as Financial Institutions, to authenticate faster, more easily and in a cost-effective manner.
The Status Quo
Traditionally, the caller authentication (identification & verification) process involves several steps to be taken by a user calling into the contact center of an enterprise. The user must verify several layers of static information during a conversation with a live agent. This process is time consuming and causes friction for both the customer and the live agent. In many cases the user cannot provide accurate information due to forgetting or mispronouncing passwords or secret answers. The results in a delayed call resolution and customer frustration. For the enterprise, longer call handling times result in a higher operational cost.
The partnership will combine Aculab’s VoiSentry voice biometric technology into Pulse CXM’s templated platform, which has several communication channels such as Voice, SMS, Chatbots and Visual-IVR. “Pulse CXM’s voice channels now have another product-market-fit proposition to serve Enterprises in the SE Asia market, where mobile technology has astounding growth. VoiSentry biometric engine together with Pulse CXM is therefore strategically positioned to bring about greater operational efficiency for our esteemed customers.” said Sharful Alam, Director & Chief Strategy Officer of Dotlines Group.
Using VoiSentry’s voiceprint authentication, the contact center can effectively reduce user verification time from 112 seconds to as little as 15 seconds, with the process fully automated within the call flow. The customer only needs to input his/her voiceprint once, and from the next call, simply speaking into the call will automatically verify the customer and route the call directly to the agent.
“We strive to give our enterprise partners a delightful new way to serve their customers. In SE Asia, where every player is out to gain market share with similar products, only customer service can differentiate brands from one another.” – said Hasan Mehdi, Executive Director of Dotlines Group.
Aculab’s toolkit provided us the perfect mechanism for integration. Pulse CXM is built to accommodate numerous plug-ins for enterprises to use, and Voice Biometric is the newest offer.”
About Pulse CXM (Dotlines Group)
Dotlines Group is focused on humanizing the day-to-day customer experiences for enterprises. Founded in 2003, the company has more than 100 enterprise customers spread across 6 regions in SE Asia. Incorporated in Singapore and working across SE Asia, the Middle East, and the Americas, the group has a diversified interest in areas where meaningful contributions can be made for the betterment of lives. Dotlines has active investments in 12 business verticals all spawned as technology enabled services.
Pulse CXM is a proprietary communications platform that enables the design, delivery, and reporting of omni-channels such as Voice, SMS, AI chatbots, Visual IVR.
Aculab is a global provider of API-driven advanced speech and signal processing technologies, offering deployment proven options for many automated and communications related interaction applications. Its wide range of APIs serve the evolving needs of systems integrators, whether for on-premise, data centre hosted, or cloud-based solution delivery.
Aculab offers development APIs for voice, advanced speech, fax, data, and SMS, on hardware, software and cloud-based platforms, giving users the choice between capital investment and cost-effective, ‘pay as you go’ alternatives.
With many years of experience, Aculab has helped to drive the success of over 1,000 customers, in more than 80 countries worldwide. Developers, system integrators and service providers have adopted Aculab’s technology for a wide variety of business-critical services and solutions.
Aculab’s headquarters and R&D facilities are located in Milton Keynes, UK. Aculab also has a technical and sales office in the USA.