A survey of Asia-Pacific consumers on their attitudes towards voice biometrics have found that many are likely to prefer it to traditional contact centre methods of authentication.Conducted by NICE, a US-headquartered company that provides both cloud and on-premises enterprise software solutions, it found that 55 percent of people said having to answer security questions (which are usually personal) to a stranger via telephone when they're in a public place is their biggest frustration when trying to authenticate themselves.Some 88 percent of respondents were open to voice biometrics. Of the people who had never heard of voice biometrics, 81 per cent were open to it once they understood what voice biometrics means.Meanwhile, 46 percent of respondents rated their current experience of authenticating themselves when engaging with a contact center as somewhere between neutral and terrible. Just nine per cent said it was 'great'.Raghav Sahgal, President of NICE APAC, said, “Once the respondents learned about the benefits of biometrics, their likelihood of performing transactions via the contact center tripled. This demonstrates high levels of readiness and a huge revenue opportunity for businesses that can incorporate voice biometrics into their authentication processes.”He further said, “Voice biometrics lets enterprises interact with their customers in a friendly and personalized manner by authenticating the customer on the background of a natural conversation, allowing service agents to immediately start helping the customer. This greatly improves customer satisfaction and reduces fraud. Organizations that implement voice biometrics technology can dramatically improve customer service and reduce handle times, leading to increased sales and customer loyalty.”

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