• Do you know how your customers prefer to contact your organisation?
• How easy is it for your customers to switch contact channel when contacting your organisation?
• Is your mobile customer service strategy working?
• Have you the right balance of costs, user experience and security for your customer authentication process?

To solve these questions and more, a ground-breaking research programme is currently being undertaken by self-service automation specialist, VoxGen, and its partner Mydex, as part of an initiative funded by the government-backed Technology Strategy Board.

The Enhanced Authentication research programme aims to improve the understanding of how customers want to communicate with organisations across multiple channels and particularly, how authentication can be made more effective for consumers and organisations. For organisations this means identifying more effective customer contact strategies.

As part of the project, VoxGen and Mydex are calling for organisations to take part in this landmark project. Offering them the unique chance to gain a deeper understanding of its customer service experience and to trial some of the most innovative authentication and cross-channel technologies and strategies.

VoxGen and Mydex are looking for consumer-facing organisations that typically handle five million or more customer contacts per year, have customer authentication requirements, and currently operate a cross-channel customer service strategy.

Those taking part in the Enhanced Authentication programme will gain a detailed understanding of how the future of its authentication processes and mobile services could look; together with an outline of the financial and customer experience benefits they could expect – all based on concrete tested interactions.

The process will start with a thorough assessment of the organisation’s current customer service experience. A detailed report structured around its customer service technology, data and issues will map out the requirements, areas for improvement and potential business benefits. Uniquely, once the possible solutions are identified, resources and facilities will be dedicated to designing and creating usability prototypes, so that the organisation in question can test improvements with real customers.

If your organisation is interested in taking part in the Enhanced Authentication programme 2011 or would like further information please email Pierce Buckley at VoxGen on: pbuckley@voxgen.com. The closing date for applications is 28^th October 2011.

Pierce Buckley, Head of Product, VoxGen said: “Many companies are losing out to the competition because they are failing to adequately deliver the required customer experience. This unique research programme will give organisations access to VoxGen and Mydex’s unrivalled understanding of the deep impact that individual-centric personal data services will have, and give them the chance to transform its authentication and cross-channel contact strategies.”

The Enhanced Authentication research programme is part funded by a grant from the Technology Strategy Board and the Engineering and Physical Sciences Research Council to VoxGen and Mydex. It forms part of a £8.5 million joint investment in 30 innovative research and development projects that will help accelerate the introduction of more secure and trustworthy information systems. The investment will also help to create competitive advantages for businesses through building a strong capability base in the UK.

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NOTES TO EDITORS

About The Technology Strategy Board

The Technology Strategy Board is a business-led government body which works to create economic growth by ensuring that the UK is a global leader in innovation. Sponsored by the Department for Business, Innovation and Skills (BIS), the Technology Strategy Board brings together business, research and the public sector, supporting and accelerating the development of innovative products and services to meet market needs, tackle major societal challenges and help build the future economy. For more information please visit www.innovateuk.org

About VoxGen

VoxGen is a specialist in customer experience. Putting people first, it designs, develops and manages self-service automation applications that enrich the customer journey, helping brands to build long lasting, profitable relationships.

Beyond its cutting edge technology and innovation, VoxGen’s solutions and managed services are founded upon a detailed understanding of the consumer. It passionately believes that only by getting under the skin of its clients’ customers is it possible to uncover the intricacies, insight and expectations that makes the difference between a good experience and an exceptional one.

VoxGen’s unique blend of consumer knowledge, technical skills and design expertise is helping companies such as the Shop Direct Group, GAME and Centrica to simultaneously cut costs and increase customer satisfaction. www.voxgen.com

About Mydex Community Interest Company

Mydex is a social enterprise dedicated to the task of helping individuals to realise the value of their personal information.

It will do so by providing a suite of personal data services to individuals, and enabling external organisations and applications to ‘connect’ to the individuals using these services in a number of innovative ways. In turn this enables new mechanisms for verification and authentication of individuals using a service, and much improved information sharing and relationship management.

Mydex has recently completed a Community Prototype, in which individuals were enabled to connect their own personal data service to organisational views of them. Organisations involved in this prototype included London Borough of Brent, The Royal Borough of Windsor and Maidenhead, The Cabinet Office, DWP and Experian. http://mydex.org/

For more information on VoxGen please contact Limelight PR on 020 7484 6120

Matthew Shaw matthew@limelightpr.co.uk

Laura Stuart laura@limelightpr.co.uk

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