Australia's Taxation Office has completed a two-phased deployment of a voice biometrics solution developed by Nuance, with more than 760,000 Australians enrolling in the service.While the ATO completed its first installation of Nuance's VocalPassword solution in September 2014, in April this year a second phase saw it also deploy the firm's FreeSpeech solution.Nuance notes thats when combined, the new VocalPassword and FreeSpeech voice biometrics solutions provide an added layer of security for ATO customers, helping to prevent and detect identity theft.In a statement, Nuance noted that the office has seen repeat callers experience a 40-45 second reduction in the average time that they are on the phone with an agent.”No one wants to be on a call to the ATO longer than they need to, but we must ensure that convenience and ease of access are effectively balanced with our mutual need for security” said John Dardo, acting deputy commissioner, ATO.”With Nuance's voice biometrics solutions, we have introduced a secure, fast and easy way to verify a customer's identity, providing a greatly improved experience for our customers and for our staff. The streamlined authentication has allowed the ATO to quickly boost call completion rates, whilst also improving customer security. Robert Weideman, executive vice president and general manager for the Enterprise Division of Nuance.”Using Nuance's voice biometrics solutions, the ATO has been able to greatly improve its customer service experience, while reducing costs and delivering an authentication process that eases the burden on both customers and service agents.”

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