Genesys AppFoundry integrates LumenVox active voice biometrics

Genesys AppFoundry integrates LumenVox active voice biometrics

LumenVox has partnered with Genesys AppFoundry, providing its active biometric voice authentication solution to improve call center authentication and customer experiences in different market segments, the company announced.

By integrating Genesys Cloud with active voice biometric authentication, customer interactions can benefit from increased security delivered through specialized text-dependent and text-prompted solutions, according to the press release. The solution supports any Interactive Voice Response (IVR), web or mobile application.

“Contact centers are increasingly vulnerable to the prevalence of social media data and the subsequent fraudulent attacks that result in account takeover,” said LumenVox CEO Edward Miller in a statement. “Our active voice authentication system is a direct answer to the urgent need to protect and defend their customers. Our addition to the Genesys Cloud portfolio as an AppFoundry Premium Application means LumenVox can now offer Genesys customers a robust integrative authentication technology to accomplish just this.”

Companies that have chosen LumenVox’ active voice authentication solution have noticed a decrease in fraud activity and in agent handling time, the company says. The features and open APIs integrated in LumenVox active voice authentication deliver a flexible and scalable customer and employee experience.

LumenVox is now an AppFoundry Managed Partner, along other 20 members in the Genesys program. Genesys boasts delivering over 70 billion omnichannel customer experiences for companies in more than 100 countries.

In January, LumenVox launched the eighth version of its advanced biometric authentication suite and added voice biometrics to validate customer identity. LumenVox also partnered with customer engagement company CCT Solutions this week to provide its speech and biometric authentication solutions to the European market.

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