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04 May 2021 16:00 GMT
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.
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