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Nuance Guest Blogger’s stories

How to get your voice biometrics implementation right: 5 top tips from a success story

To a credit union like ours, nothing is more important than the experiences we provide to our members. Our contact center fields about 4,000 member calls every day—and every one of those callers needs to be authenticated before they can get access to their account. In the past, we used traditional knowledge-based techniques to verify […]

Speed chart completion with cloud-based speech recognition

This blog was written by Allscripts General Manager and Vice President Tina Joros. The healthcare industry is experiencing a paradigm shift from the effect of the COVID-19 pandemic. But even as some things change, some things stay the same. Whether treating coronavirus patients, conducting telehealth visits or resurrecting services that were put on hold due […]

Intelligent Authentication (IAuth): An Origin Story

At the turn of the century, Intelligent Authentication emerged from the same primordial goo that spawned every initiative to “Kill the Password”. The value proposition was simple: “People should not have to remember a PIN or answer a series of questions in order to carry out business over the telephone.” Spoken words were a natural […]

Forrester’s Art Schoeller on seven strategies for elevating CX today

There are few people who understand COVID-19’s impact on customer experience as well as Forrester Research’s Art Schoeller. As Principal Analyst for contact center technology, Schoeller has been in regular contact with both vendors and users since the start of the pandemic, listening to their challenges, and providing expert guidance and support. We spoke to […]