Genesys Cloud - Main

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

Hi Robert,

Unfortunately, we haven't had feedback from the community.  Did you manage to progress this any further?

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

You have several choices for this like Pindrop and Daon and Voxai as well as others on AppFoundry.  We have clients using different ones and it really depends on the type of authentication you want to offer (active or passive), if you need phone forensics, the price and model (by customers registered or by interaction), and if you need special regulatory or other local law compliance.  Usually, when a client decides to go with voice authentication, they do it for all customers or members with active authentication in the IVR or passive when they get to an agent.  They usually announce that it is required before speaking to an agent but do have allowanced for those that won't opt in.  Customers can sign up for active through the IVR or the client can initiate passive capture of voice print to be used later.  Voice authentication is not a silver bullet, but gets you closer to 100% than most other methods.  

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!

Good Morning! 

I've asked this question before and didn't get any feedback. We are currently in negotiations with Illuma and hope to implement within the next few months. So far they have been great and easy to work with. We've spoken with some of their customers who have nothing but good things to say. 

Feedback about adoption rate seems to be better when it is forced to opt out rather than opt in. I have some notes and can get you in touch with our rep if you want more info! 

Hello,

We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

Thanks!