| Australian Health Management Leads The World in Biometric Voice Verification |
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| Tuesday, 26 June 2007 | |
  
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With VeCommerce’s VeSecure® solution, the member’s identity is verified prior to the call being transferred to a customer service agent. Specifically, it matches the biometric voice pattern of the caller to a voiceprint that was created during a registration process. This allows ahm to accurately confirm an identity, ensuring that a person really is who they say they are. “On average, 125 members per day are voluntarily registering for the voice verification through a simple registration process. Once they’ve done this, the next time that member calls, they simply say their membership number. They are then transferred straight through to an agent who knows who they are and that they have been securely verified,” said Melinda Charlesworth, ahm Operations Manager. This process means contact centre agents are spending an average of 30 seconds less on each call, thereby reducing call waiting times and improving customer satisfaction while providing members with improved choice and security. “As the quality of the VeCommerce platform is so high, we’ve had overwhelmingly positive feedback to date as people don’t need to go through their ID checks every time they want to speak with us. “For ahm, biometric voice verification is about giving our members more choice and better customer service in a secure environment. These new applications deliver benefits to organisations like ours by increasing customer satisfaction and improving the useability of self-authentication processes over the phone,” said Charlesworth. About VeCommerce VeCommerce has developed voice self-service solutions since 1998 and today is one of the most experienced and successful application developers and systems integrators in the industry focusing on automated and scalable voice enabled caller identification and verification (ID&V) solutions. The company’s focus on research and development and provision of best-of-breed business solutions delivery has rewarded the organisation with a number of industry innovations, including: the first project to develop an Australia/New Zealand phonetic language model, the world's first natural language wagering solution launched commercially, and the first voice self-service real-time credit card bill payment system. Customers include AAPT, Australian Health Management, BOC Gases, Pizza Hut, Standard Life, Suncorp, St George Bank, TABCorp, TelstraClear and the Inland Revenue Department (New Zealand). The company has offices in Australia, New Zealand, the UK and US. About ahm Australian Health Management (ahm) is the eighth largest health fund in Australia with almost 134,000 members and has been caring for the health of Australians for more than 36 years. In addition to providing a comprehensive range of health insurance cover, ahm has developed and delivers the innovative Total Health Programs. ahm employs health professionals covering key disciplines including nursing, exercise physiology, dieticians and fitness to deliver these programs. ahm’s health consultants have extensive industry experience and most have post graduate qualifications. |
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