There is no doubt the COVID-19 pandemic has affected many organizations globally in both private and public sectors. Many are trying to adjust their processes and systems to this new normal with the aim of performing most transactions and customer interactions remotely.

This has led to organizations’ call centers experiencing a huge rise in calls, far beyond what they were previously used to before the pandemic, putting their existing customer support infrastructure under pressure, as they try to handle this unexpected surge. To win in this new normal, organizations need to rethink their call center strategy and explore innovative solutions, such as voice biometric authentication. This type of authentication significantly reduces the Average Handling Time (AHT) by shortening the customer authentication phase and enables businesses to greatly cut their contact center costs while simultaneously improving customer experience and account security.

The Biometric Voice Verification for Call Centers will bring together senior executives from private sector organizations such as Banks, Retail Finance Companies, Telco and Utilities companies in the region to discuss and learn more about how to handle these challenges in a smart way by leveraging innovative voice biometrics technology to transform their call center systems and provide excellent customer experience.