When voice biometrics was first introduced to contact centers, it mainly referred to solutions based on active, text-dependent technologies. Given the technological limitations, early adopters in the contact centers mainly used it to support authentication in the Interactive Voice Response (IVR). Even today, many contact center experts still associate voice biometrics and IVR.
But is it really the best way to think about voice biometrics for contact centers? We will get to the bottom of this in this paper.