The Future Contact Centre – Face and Voice Recognition
Facing up to the future contact centre – Face and voice recognition – Suzette Bouzane Meadows, Director of Contact KCOM
Contact centre automation offers huge efficiencies, and with intuitive technologies like face and voice recognition, your customers needn’t sacrifice the human touch.
By the end of 2018, digital customer assistants will be able to recognise individuals by their face and voice, and do so across multiple channels, according to Gartner. “The last mile for multi-channel and exceptional customer experiences will be seamless two-way engagement with customers and will mimic human conversations,” forecasts the market research company.
Organisations are looking to offer a much richer, more responsive customer service – one that is ‘always on’, 24 hours a day, 365 days a year. They are also increasingly turning to sophisticated technologies built on contact centre automation, while striving to offer a more human experience for complex enquiries.
This is an exciting field for businesses that are serious about customer service. For one thing, it provides potential solutions for a bugbear of many consumers. While customers are happy to deal with automated contact centres for simple transactions and services, they want the option of speaking to a human for more complex issues. A customer digital assistant may not quite be that, but one that recognises the customer’s face or voice – and can respond accordingly – feels much more personal.
The range of applications for face and voice recognition in customer service is broad. At a simple level, they can respond quickly and precisely to customer queries – straddling the current circumstances and the customer’s previous contact and transaction history. Such technologies also represent a valuable weapon in the battle against fraud, a potential helping hand to customers struggling to make purchasing decisions or service choices, or a rich new source of data analytics. They also offer opportunities for continuous, engaged conversation with customers.
Although face recognition technologies are starting to emerge, particularly in the retail sector, voice biometrics are more advanced and are set to transform the customer experience, as is evident in these three particular contact centre automation technologies:
• With biometric authentication, customers can use their voice print to prove they are who they say they are, before accessing other services and applications or completing particular transactions. The advantages of such tools are numerous – for example, the identification process for customers becomes much closer to frictionless, the risk of fraud is reduced and call-handling times become shorter.
• The agent of the future in an automated contact centre is a virtual digital assistant that provides the ‘always-on’ service that customers are looking for when dealing with businesses at any time of day or night. Such agents can handle high volumes of routine queries, leaving human advisers with more time to focus on customers with more complicated requirements. They can also operate flexibly across a range of channels, delivering a much more personalised experience than traditional contact centre automation tools.
• Speech and text analytics technologies now provide intelligent tools that are capable of analysing the mood and voice of customers in close to real time, across every type of interaction that the customer may be having. This opens up the automated contact centre as a rich source of data and business insight for the organisation. Such data may help businesses to identify particular problems or issues with which customers frequently express frustration – and eradicate them. It could even help to earmark new opportunities to build stronger relationships with individual customers and broader customer segments, with all the commercial potential that that brings. Ultimately, voice analytics provide limited opportunities for sentiment analysis, but the maturation of face recognition technologies promise to transform this area.
In other words, face and voice recognition technologies have an important role to play for businesses savvy enough to embrace them. As part of a contact centre automation programme, such tools can deliver a dramatic improvement in customer service (which is hugely valuable in itself), and also provide crucial insight as the business seeks to develop and evolve its strategy for the future.
Source: contactcentres
Industry: Unified communcation news
Latest Jobs
-
- Account Manager - IT Services
- Germany
- €90000 plus OTE and Car
-
Are you a deal closer with a hunter mindset? Do you know how to uncover business pain points, and turn them into long-term digital transformation partnerships? Our Client are growing their sales force across Germany and looking for an ambitious, straight-talking Account Manager to take the lead on new client acquisition. You’ll focus on mid-sized to large enterprises across Germany helping to shape their digital future with tailored IT solutions in Workplace, Cloud, and Security. • Drive Growth: Own the full sales cycle for new business across your region. • Solution Sell: Build bespoke offers in Security, Digital Workplace and Cloud solutions • Build Relationships: Establish a solid pipeline through smart prospecting, marketing-driven leads, and your own network. • Represent a brand known for trust, delivery, and tech excellence—with 4,000 employees globally and a growing team within Germany. What You Bring • Proven new logo sales experience in the IT services space (not hardware!) • Deep knowledge in one or more of: Cybersecurity, Digital Workplace, or Cloud • Confidence to lead enterprise deals and pitch directly to senior stakeholders • Fluent German and good English skills Sind Sie ein Abschlussprofi mit Hunter-Mentalität? Wissen Sie, wie man geschäftliche Pain Points identifiziert und in langfristige Partnerschaften zur digitalen Transformation verwandelt? Unser Kunde baut derzeit sein Vertriebsteam in ganz Deutschland aus und sucht eine ambitionierte, ehrliche Persönlichkeit als Account Manager, die den Lead bei der Neukundengewinnung übernimmt. Ihr Fokus liegt auf mittelständischen bis großen Unternehmen in Deutschland, denen Sie mit maßgeschneiderten IT-Lösungen in den Bereichen Workplace, Cloud und Security den Weg in die digitale Zukunft ebnen. Ihre Aufgaben • Wachstum vorantreiben: Verantwortung für den gesamten Vertriebszyklus im Neugeschäft Ihrer Region. • Lösungsorientierter Vertrieb: Entwicklung individueller Angebote in den Bereichen Security, Digital Workplace und Cloud-Lösungen. • Beziehungen aufbauen: Aufbau einer stabilen Pipeline durch gezielte Ansprache, marketinggenerierte Leads und Ihr eigenes Netzwerk. • Marke repräsentieren: Werden Sie Teil eines Unternehmens mit 4.000 Mitarbeitenden weltweit und einem stark wachsenden Team in Deutschland – bekannt für Vertrauen, Verlässlichkeit und technologische Exzellenz. Was Sie mitbringen • Nachgewiesene Erfahrung in der Neukundenakquise im Bereich IT-Services (kein Hardwarevertrieb!) • Fundiertes Wissen in mindestens einem der Bereiche: Cybersecurity, Digital Workplace oder Cloud • Selbstbewusstes Auftreten im Umgang mit Enterprise-Deals und Entscheidungsträgern auf Top-Level • Verhandlungssichere Deutschkenntnisse und gute Englischkenntnisse
-
- Senior SOC Analyst Level 3. Microsoft Security stack | Ability to achieve SC Clearance
- London
- To attract the right person
-
Job Title: Senior SOC Analyst Level 3. Microsoft Security stack | Ability to achieve SC Clearance Location: Hybrid remote | London / Berkshire Overview: Senior SOC Analyst Level 3 to join a specialist Managed Security Services business. You will be responsible for advanced threat hunting / triage, incident response etc with a strong focus on the Microsoft Security Stack. Key Responsibilities: Lead and resolve complex security incidents / escalations Conduct advanced threat hunting using the Microsoft Security Stack. Build, optimise and maintain workbooks, rules, analytics etc. Correlate data across Microsoft 365 Defender, Azure Defender and Sentinel. Perform root cause analysis and post-incident reporting. Aid in mentoring and upskilling Level 1 and 2 SOC analysts. Required Skills & Experience: The ability to achieve UK Security Clearance (SC) – existing clearance ideal. (Sorry no visa applications) Current experience working with a SOC environment Microsoft Sentinel: Development and tuning of custom analytic rules. Workbook creation and dashboarding. Automation using Playbooks and SOAR integration. Kusto Query Language (KQL): Writing complex, efficient queries for advanced threat hunting and detection. Correlating data across key tables (e.g., SignInLogs, SecurityEvent, OfficeActivity, DeviceEvents). Developing custom detection rules, optimising performance, and reducing false positives. Supporting Sentinel Workbooks, Alerts, and Playbooks through advanced KQL use. Deep understanding of incident response, threat intelligence and adversary techniques (MITRE ATT&CK framework). Strong knowledge of cloud and hybrid security, particularly within Azure. Additional Requirements: Must hold or be eligible to achieve a minimum of Security Clearance (SC) level. Nice to have certifications (e.g., SC-200, AZ-500, GIAC) are desirable. Strong problem-solving and analytical skills. Excellent communication for clear documentation and team collaboration. Please follow Wheaton’s Law.
-
- New Business Sales Hunter | Cyber Security (UK Based)
- London
- To attract the right person
-
New Business Sales Hunter needed | Cybersecurity (UK Based) Are you looking for uncapped commission, a fun and sociable team that drives success with no politics? If so...You must Be UK based - and able to achieve UK SC clearance. (sorry no visas) Have a demonstrable history of sales success in Cyber Security Follow Weatons law. The role: Seeking a proven New Business Sales Hunter to join an established, successful and expanding cyber security firm. New business focused - £1m GP year one target (ramped). Sell a blend of security services & professional services. Ideal experience selling some or all of the following Cyber strategy & risk management Managed detection & response (MDR) Penetration testing Compliance & audit support You: Strong cybersecurity/IT services sales track record. Confident selling into mid-market & enterprise. UK based - London commutable 1x per week. Hunter mindset, full sales cycle ownership. Don't just send an email to apply give me a call on 07884666351
-
- CyberArk Architect
- London
- Upto £110,000 plus bonus and benefits
-
Are you ready to lead from the front and drive innovation in the Identity & Access Management (IAM) space? We’re looking for a seasoned CyberArk Architect who has CDE-CPC ideally or experience with privilege Cloud, someone who can lead with vision, execute with precision, and inspire teams to deliver excellence. As a key leader in our organisation, you’ll bring your strong business acumen and a technology-focused, innovative mindset to the table. You’ll be driving strategic initiatives, shaping transformation programs, and empowering teams to think big and deliver even bigger. Acting as a subject matter expert in CyberArk Leading strategic transformations in: Identity Governance Privileged Access Management (PAM) Access Management Customer Identity and Access Management (CIAM) Building and maintaining strong, collaborative relationships within the team Communicating clearly and confidently — both written and verbal — to deliver updates, raise potential issues, and share insights If you are interested in the above position we are looking for people with: deep expertise and a successful track record in IAM strategy, delivery, or assurance with CyberArk Hold relevant certifications such as CDE in Privileged Cloud or Guardian Have experience in a client-facing role (preferred, but not essential) Thrive in a hybrid working environment and are available to work from our or client London office three days a week Lead with clarity, communicate with impact, and adapt quickly to changing priorities