Voice Verification for Contact Centres


What is Voice Verification System?

Voice Verification is the ground-breaking technology that enables a customer’s voiceprint to be used as the key to their account. Also known as voice biometrics, it works on the premise that – like a fingerprint - every person’s voice is unique and once enrolled in the system can be used to verify their identity in future calls. The simple act of them saying their account or phone number is all that is needed to confirm their identity against their voiceprint.


Voice Verification Diagram

How does voice verification work in a contact centre environment?

Almost every contact centre interaction starts with two questions – “How can I help?” and “Who are you?” – followed by a request: “Prove it”. While customers were traditionally forced to prove their identity by answering a series of knowledge-based questions such as date of birth or address, Voice Verification technology confirms their voice against a voiceprint. Removing the need for agents to validate a customer’s identity not only saves companies time and money but means the experience is faster and more convenient for callers. Add in the fact it improves security and it’s little wonder Voice Verification is a win-win for callers and agents alike.

What makes Oration different?

Oration enables contact centre staff to embed and maintain Voice Verification technology without the need for significant involvement by IT departments. A simple and easy-to-use solution, it is guaranteed to save time for both callers and agents in one product. Convai has deployed voice biometric technology into Australian and New Zealand contact centres for more than 20 years and are excited to now be embedding the technology into Oration.

  • Reduce average handling times
  • Identify and Verify your callers
  • Increase uptake to self-service
  • Provide targeted banners
  • Facilitate a digital channel shift
  • Improve agent and customer engagement
  • Support speed to competency

Discover our features

C_icon_Features_Advanced speech recognition Advanced Speech Recognition

Advanced Speech Recognition (ASR) enables natural spoken language to be interpreted and converted into text, so it can be used to apply caller intents and extract information.

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C_icon_Features_Ongoing supervised learning Ongoing Supervised Learning

By surfacing caller responses to an administrator, ongoing supervised learning helps the ASR system learn how best to match intents with the language used by callers. 

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C_icon_Features_Intelligent-call-routing Intelligent Call Routing

Intelligent Call Routing (ICR) ensures huge volumes of calls received by contact centres are quickly matched to the right outcome every time.

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C_icon_Features_Contact-centre-agent-view Contact Centre Agent View
With contact centre agents able to see what a caller has said before they pick up a call, they’re well prepared to quickly resolve queries without asking callers to repeat information.
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C_icon_Features_Graphical-user-interface-dashboard Graphical User Interface Dashboard

Graphical User Interface Dashboard allows contact centres to build and manage different customer journeys and generate insightful reports on the entire call routing solution.

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C_icon_Features_Reporting-insights Reporting Insights
The Reporting Insights feature offered by Oration allows contact centre professionals to view and analyse call statistics to gain deeper insights such as top caller intents and AHT.
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CX Platform CX Platform
Your Customer Experience (CX) platform brings together the agent telephony, CRM, and all the digital tools you need to interact with callers either via phone or chat.
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Voice Verification Voice Verification
By simply saying their account or phone number, customers can use their pre-enrolled voiceprint to securely access their account or self-service over the phone.
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Automated KYC Verification Automated KYC Verification
Oration can automatically ask and confirm identification questions without agent involvement and can integrate Voice Verification technology to match callers with their stored voiceprint.
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Transcription Transcription

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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Features Identify Identify

Oration’s highly effective language model recognises customers’ natural language and creates an accurate transcription, so the correct intent is applied and key information is extracted.

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C_icon_Features_Survey_small Survey
Survey by Oration allows you to create your own voice-based surveys as part of the caller experience, giving you more reliable insights.
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Features__Reception Receptionist
Oration’s Receptionist can take the hard work out of handling incoming calls, automatically connecting callers with the right person or department.
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Features__Photo uploads Photo uploads
Photo uploads enable a caller to upload photos at any stage of the customer journey to enhance their customer experience and reduce handling times.
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