Developing Gxp-Compliant Contact Center Platforms With Voice Biometric Integration

Abstract

The rapid evolution of contact centers in regulated industries has necessitated secure, efficient, and compliant solutions for customer interactions. This study investigates the development of GxP-compliant contact center platforms integrated with voice biometric authentication, combining quantitative and qualitative approaches across healthcare, pharmaceutical, biotechnology, and financial sectors. Results reveal that cloud-based platforms outperform hybrid and on-premise systems in terms of biometric accuracy, authentication speed, and operational efficiency, while maintaining strong adherence to GxP validation protocols such as IQ, OQ, PQ, and ALCOA+ principles. User satisfaction was highest in healthcare and biotech sectors, with positive correlations observed between verification accuracy and customer satisfaction. Cluster analysis identified three distinct organizational groups, underscoring industry-specific differences in compliance readiness and user acceptance. These findings demonstrate that voice biometrics can be successfully harmonized with GxP requirements, offering a pathway toward secure, compliant, and customer-centric contact center ecosystems.