Salmat's New Hosted Contact Center Solution Offers Voice Biometric Authentication
September 27, 2012
These days, consumers are demanding both choice and flexibility when it comes to customer service, and businesses are struggling with how to best service their customers across multiple channels in a hosted contact center.
Salmat, an Australia-based provider of customer communication solutions, has launched a cloud-based contact center solution that offers a locally developed voice biometric authentication system as an add-on. The solution coined Reach, combines innovative technology to deliver a seamless and integrated customer experience across all channels. Also, it enables contact center staff to manage inbound and outbound customer queries via telephone, e-mail, the Web and social media.
For the first time in Australia, businesses will now have the ability to outsource their customer service needs to a Salmat contact center or access the technology through a hosted solution. This will allow small to medium-sized companies to access contact center technology that they have previously been unable to afford. Through the use of a variety of communication including voice and non-voice channels, demographic insight and detailed data management, Salmat engages consumers in cost-effective one-to-one communication.
“By creating deeper and longer lasting relationships, Reach empowers Australian businesses to take control of how they communicate with their customers,” said Grant Harrod, CEO of Salmat, in a statement.
David Besson, CEO of Salmat’s customer contact solutions, said that since 2005 when Salmat first bought SalesForce to kick off its contact center business, the company had invested more than $30 million in this area and the creation of the Reach platform was the “final plank of our strategy.”
According to Salmat, it has already signed up more than 650,000 users for voice biometrics technology and is also adding new users at a rate of more than 50,000 a month.
But, Salmat CEO Grant Harrod said that Reach was distinguished in terms of its ability to service multiple modes of contact including social network content. According to Harrod, research indicated that 96 percent of contact centers did not have a social media integration strategy, despite the rapidly rising popularity of those communications channels. He said that this was a challenge, offering the example of a client which had been grappling with dealing with customer contacts coming via the call center, e-mail and Facebook (News - Alert).
Over the next few years, Salmat plans to migrate existing contact center clients off its SalesForce contact center platform, and onto the new platform called Reach which uses Avaya (News - Alert) technologies as well as voice biometrics and recognition systems from Australian start-up Auraya and international supplier Nuance.
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Edited by Jamie Epstein
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