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People today are more connected, digitally, than ever before. Digitalization and technological advancements have fueled the adoption of connected devices, which are expected to reach nearly 31 billion units by 2024.

Just a few years back, the role of IT in the contact center focused largely on managing complex systems. Today, that environment has changed. As the cloud transformed how companies operate and how consumer prefer (and expect) to interact with the brands they do business with, IT found itself in a new role: that of delivering simplicity everywhere, with solutions that are easy to deploy, maintain and upgrade.

Happy birthday to the General Data Protection Regulation (GDPR). It’s been around now for three years and counting, but in that short time, privacy regulation has only become more and more important.

Biometric authentication is already a fact of life for billions of people around the world. They routinely use their faces or fingerprints to activate smartphones, PCs or other personal devices. Hundreds of millions of people with smart speakers are delighted to find that their voice assistant is able to offer personalized responses based on the unique quality of their voices. Opus Research estimates that over half a billion people have already enrolled their voiceprints with their banks, brokers, tax offices and others in order to simplify and accelerate required authentication procedures and carry out their business on trusted communications links.

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.

Voice Identification, also known as voice recognition or speaker recognition, is a biometric technology that is being adopted by call centers that must authenticate each caller before they can provide service. Voice identification uses the innate biological characteristics of a person’s voice to create a voiceprint that is unique to that person. Its biometric properties make voice identification difficult to spoof. It’s also easier for users who no longer need to remember passwords or the answers to security questions. With voice identification, there is nothing to forget or lose. The authentication is part of the person.

A commissioned Total Economic Impact™ (TEI) study conducted by Forrester Consulting on behalf of NICE in December 2020 found that an organization that deploys the NICE Enlighten, Nexidia Analytics and Quality Central solutions can benefit from a 268% ROI and a Net Present Value of $18.58 million.