In June 2009, Vodafone Turkey, that country’s second largest mobile communications provider (16 million+ subscribers), in concert with implementation partner SPEECHOUSE, began deploying a customer-facing voice biometrics application. Vodafone Turkey’s “Voice Signature” application is powered by PerSay’s VocalPassword™.
According to PerSay, the primary drivers for Voice Signature were to enhance customer service and improve security. Subscriber benefits include the ability to perform secure self-service transactions such as resetting a blocked mobile device. Enrollment in the Voice Signature application is voluntary.
Vodafone Turkey also benefits by a reduction in call center costs. According to them, thanks to Voice Signature, call durations decreased by about 15%, while customer satisfaction increased 85%.
As a testament to their voice biometrics implementation, Vodafone Turkey won “The Best Technology Solution” award at the “Istanbul Call Center Awards 2009” ceremony.
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