Voice Biometrics Case Study - T-Mobile Netherlands

At last week’s Voice Biometrics Conference, Daniel Hendling, International Program Manager, Sales & Customer Service at Deutsche Telekom, gave a lively presentation of T-Mobile Netherlands’ plans for its upcoming voice biometrics pilot. According to Daniel, complex methods of customer authentication, currently in place, can harm both customers and businesses. For example, customers may get annoyed having to remember different passwords and businesses may see an increase in call handling time – which can lead to customer satisfaction and loyalty issues.

T-Mobile Netherlands selected Agnito’s KIVOX voice biometrics product to achieve the following objectives:
1) Reduce the average handling time spent on caller verification
2) Provide an enhanced user experience
3) Enable reliable self service options in the short to mid-term

Enrollment
• The customer will be prompted to provide their PIN code and repeat three sentences, three times (i.e., “base” voiceprint will be captured and stored in the database)

Verification
• The customer will be prompted to repeat one sentence once (i.e., “sample” voiceprint is captured)
• If the “sample” voiceprint matches the “base” voiceprint, the customer’s identity is verified

T-Mobile Netherlands expects to realize the following benefits from their voice biometrics application:
• Improved customer satisfaction
• Decreased call handling time
• Increased level of security
• T-Mobile Netherlands will be perceived as an innovation leader

The pilot is scheduled to commence July 2010. Stay tuned!

Voice Biometrics Conference 2010

I just returned from the annual Voice Biometrics Conference – where the key players of the voice biometrics industry gathered to compare notes, present case studies and discuss future plans. Kudos to the Opus Research team -- Dan Miller, Derek Top and Pete Headrick -- for orchestrating an excellent event.

Over the next week, or so, I plan to share some new case studies that should resolve any lingering concerns about the efficacy of voice biometrics technology. The bottom line is that voice biometrics systems have been deployed at leading organizations throughout the world, and are successfully identifying and verifying individuals by their voice 24/7.

My take away from the conference is as follows: the voice biometrics industry offers an excellent solution, with a compelling value proposition, but still appears to be treading water in the market place.

Voice Biometrics Conference - May 4-5, 2010

In 2007, I attended the first-ever Voice Biometrics Conference, presented by opusresearch, in Washington, DC. It was an excellent opportunity to meet and compare notes with every major voice biometrics player in the world.

This year's Voice Biometrics Conference will be held May 4-5 at the Hyatt Regency Hotel in Jersey City, New Jersey. The conference agenda and speakers look first-rate and I highly recommend those interested in voice biometrics attending. I definitely plan to be there and I look forward to meeting all of you.

Registration details are available by clicking here.