Nuance Communications is looking to find new customers for its voice biometric technology. To that end, the company has announced that its Nuance Gatekeeper solution is now available directly through the Five9 App Marketplace, and that the solution is fully compatible with Five9’s own Intelligent Cloud Contact Center platform.
The news strengthens the existing relationship between the two companies, which previously allowed Intelligent Cloud Contact Center customers to take advantage of the various solutions in Nuance’s Intelligent Engagement portfolio. That portfolio includes Nuance’s virtual assistants and messaging services, though the integrations will be more seamless now that Gatekeeper has official Marketplace accreditation.
For its part, Nuance noted that there has been a growing demand for Contact-Center-as-a-Service (CCaaS) solutions that can provide organizations with flexible and scalable contact center capabilities. Gatekeeper is able to verify the identities of callers with secure voice biometrics, while its conversational voice assistants deliver self-service options that minimize the amount of time that call center agents need to spend on the phone with each customer. In doing so, the solution prevents fraud while making call center operations more efficient.
“Our customers in the mid- and large-enterprise markets want to have the ability to integrate the best possible technology into their cloud contact centers,” said Five9 Business Development VP Walt Rossi. “Nuance Gatekeeper meets the growing need for flexible and secure authentication technology that can halt fraud in the contact center through advanced AI.”
“With Nuance Gatekeeper now available on the Five9 App Marketplace, more organizations can protect sensitive customer information, prevent fraud, and mitigate financial losses through advanced biometrics technology,” added Nuance EVP and Enterprise GM Robert Weideman.
Nuance has already provided Gatekeeper services for several financial institutions, including National Australia Bank, Bank Australia, and the Industrial Bank of Korea. The latter is using Gatekeeper to authenticate customers on video calls in addition to simple phone calls.
May 7, 2021 – by Eric Weiss