A recent Twitter Poll conducted by Nuance, a US provider of speech software, found that security and identity protection continues to be a significant concern for consumers – with 83 per cent reporting that they are either concerned or very concerned about the potential misuse of their personal information.
Although more than a third of consumers are calling contact centres from mobile phones, there is still consumer hesitation as to how secure the mobile device is with personal information, and as a result 45 percent of consumers believe that using a landline is more secure than a mobile.
Security continues to be a hot-button issue for consumers, and 90 percent reported that they would prefer using voice biometrics (using their voice to verify their identity) if it provided tighter security. And, 70 percent took it a step further, reporting that they would prefer a combination of voice biometrics and PIN/password protection.
According to Chuck Buffum, Vice President Authentication Solutions, Enterprise Division at Nuance Communications, “The majority of consumers voicing concerns about security, coupled with the fact that more than three quarters of enterprises do not offer advanced security options, underscores the significant and immediate need for identity protection tools like voice biometrics. Since voice biometrics uses the voice to create a unique voiceprint, similar to a fingerprint, it makes verifying an individual’s identity fast, easy and more secure than traditional methods. We believe that this advanced form of security is what the industry needs to build consumer confidence and most importantly, protect consumers and their private information from fraudulent activity.”
Nuance recently acquired PerSay Ltd, a provider of voice biometric-based products. For more information visit:
