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Major U.S. cable provider uses VoiceVault system to authenticate over sixty-thousand callers per month


Voice biometrics provider, VoiceVault announced today that its voice biometric identity verification solution is being used by a leading U.S. Cable provider to facilitate the authentication of retail customers contacting their customer service center by phone.

Though enrolment in the biometric platform is optional, customers have widely embraced the solution with over sixty thousand callers verifying their identity monthly.

With this system, users who wish to add or change service or to request a pay-per-view show, need to only repeat a simple four-digit phrase to verify their identity. This is an obvious solution for many, instead of waiting on hold for hours, listening to elevator music and being told how important your call is every five minutes.

According to the company, the results are significant. The unnamed cable provider is saving tens of thousands per month, presumably on labour costs.

“We’re delighted that our clients’ retail customers are embracing voice biometrics,” Julia Webb, VP of sales and marketing for VoiceVault said. “The adoption percentages reflect the fact that customers like the experience and the security it provides them with.”

As previously reported in BiometricUpdate.com, the firm’s voice biometrics solutions rely on the uniqueness of each person’s voice since no two voices are exactly the same. Tests suggest that VoiceVault’s system have obtained a verifiable equal error rate of 0.1 percent, compared to typical error rates around two percent in other voice biometric deployments. Its false accepts rate was ranked at 0.01 percent, while its false reject rates were less than 5 percent.

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