How to leverage voice biometrics to boost the value of your solutions

How to leverage voice biometrics to boost the value of your solutions

This is a guest post by Ian Colville, Product Manager at Aculab.

The regulatory landscape and the cost of fraud are making organizations increasingly aware of the need for strong authentication, and what that means. Biometrics are being adopted by organizations across a broad range of verticals to secure the voice channel. In many cases, however, how to take full advantage of voice biometrics is not clear to either the organization implementing the technology for the first time, or the OEMs and system integrators who are delivering it.

Voice is widely expected to grow as a preferred method of interaction for a range of use cases, not just in the contact center. Examples include workforce management applications like time and attendance for industries such as utilities, engineering maintenance, or environmental management; correctional facilities; healthcare (including telehealth); and finance. The EU’s new PSD2 regulation requires two out of three authentication factors to be used for strong customer authentication for financial transactions over a certain amount. Voice biometrics is ideally suited for use in such a multi-factor authentication scenario for authenticating or verifying identity over the phone.

Voice biometrics can be deployed for any service delivered over the phone that requires authentication to deliver five major advantages, including improving the customer experience (CX), fraud risk mitigation, enhanced brand reputation, improved workforce morale, motivation, and staff retention, as well as higher success in a range of contact center metrics and key performance indicators.

In Aculab’s “VoiSentry – How voice biometrics can boost the value of your solutions” webinar on May 23, 2019, you will learn about:

• The case for change – how biometrics addresses the challenges of knowledge-based authentication (KBI)
• Core concepts – the essentials for understanding the technology
• Case study examples – how voice biometrics delivers results
• Designing for customer adoption – how good design overcomes end user challenges
• Beyond the ROI – how to position voice biometrics to your customers

The webinar will feature SymNex Consulting Founder Matt Smallman, who works with customer centric organizations including Fidelity Investments and Lloyds Banking Group to help the maximize the impact of voice biometrics. He has been featured by the BBC, the FT, and the Wall Street Journal after leading the ground-breaking implementation of voice biometrics at Barclays Wealth division. Smallman will be joined by three experts in voice biometrics from Aculab.

About the author

Ian Colville is a Product Manager at Aculab and has over 25 years of involvement in telecommunications and speech signal processing technology.

DISCLAIMER: BiometricUpdate.com blogs are submitted content. The views expressed in this blog are that of the author, and don’t necessarily reflect the views of BiometricUpdate.com.

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