Client: ahm
Title: Australian Health Management Ensures Member Security

Australian Health Management (ahm) provides a full range of health insurance products and customised health management programs for their clients.

With more than 420,000 calls received through the main ahm contact centre each year, at leat 80% of these calls require caller identification and verification. This can take, on average, 28 seconds, or 11% of the total average agent talk time.

ahm was keen to provide a greater level of customer security, as well as more convenience.

ahm had been investigating speech systems as a way of improving member service. They decided upon a biometric voice verification solution from Salmat Speech Solutions.

Salmat's solution enables firms to verify the member's identity prior to the call being transferred to a customer service agent. It works by creating a distinct voice identifier, captured over the telephone, which can be reliably verified. This allows organisations to accurately confirm that a person is really who they say they are.

By authenticating a caller's identity, based on the unique characteristics of their voice, ahm has dramatically increased individual member security and offers a more personalised service.

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