“HOW CAN I HELP YOU?”

Studies show that up to 55% of consumers are dissatisfied with their current Contact Centre authentication process.

To understand the frustration consumers have with the process and consumer sentiment towards Voice Biometrics, NICE conducted a survey that revealed unique audience insights.

Find out how you can now move the conversation from “Who are you?” to “How can I help you?”

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SAYING A BIG "YES!" TO
VOICE BIOMETRICS

34%
Yes
When asked if they would sign up for Voice Biometrics via Passive Enrolment (requiring no action on their part), 34% of all respondents said YES!
27%
Absolutely Yes
25%
Neutral
9%
No
5%
Absolutely No
34%
Yes
of respondents in Singapore said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
28%
Absolutely Yes
23%
Neutral
10%
No
5%
Absolutely No
35%
Yes
of respondents in Hong Kong said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
21%
Absolutely Yes
35%
Neutral
6%
No
3%
Absolutely No
30%
Yes
of respondents in Australia said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
19%
Absolutely Yes
33%
Neutral
11%
No
7%
Absolutely No
32%
Yes
of respondents in India said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
38%
Absolutely Yes
19%
Neutral
9%
No
2%
Absolutely No
35%
Yes
of respondents in Indonesia said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
34%
Absolutely Yes
23%
Neutral
3%
No
5%
Absolutely No
43%
Yes
of respondents in the Philippines said YES when asked if they were open to signing up for Voice Biometrics via Passive Enrolment (no action required)
20%
Absolutely Yes
20%
Neutral
12%
No
5%
Absolutely No

Click on the landmarks below for each country's sentiment breakdown.

  • HongKong
  • HongKong
Source: NICE APAC Consumer Research
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IT’S NOT JUST ABOUT
ALL THE QUESTIONS

  • were uncomfortable about answering security questions of a personal nature to a stranger, or in public

  • were unhappy about having to remember passwords, security questions, and getting locked out from error

  • of respondents were frustrated at the inability to "go back" if they made a mistake in the authentication process

  • of respondents were worried that their personal information might be misused

00%
of respondents were uncomfortable about answering security questions of a personal nature to a stranger, or in a public
The survey found that respondents were both frustrated as well as uncomfortable about current Contact Centre authentication processes. Find out exactly what bothered them, and by how much by clicking on the above categories.
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GET DOWN TO BUSINESS FASTER.
GET THE REPORT TODAY.

No question about it. NICE Real-Time Authentication helps you spend less time verifying, and more time serving.

Quicker, easier and more secure than current authentication systems, it helps you deliver better customer experiences, and boost Contact Centre efficiency.

Read all about it in the first APAC-focused consumer report on Voice Biometrics.

Download Report Now

Or contact us to request for a discovery workshop

Enter your details to get the first APAC-focused consumer report on Voice Biometrics.