Voice Verification to Empower Contact Centers

by CXOtoday Staff    Jun 23, 2008

Experian, a global information services company and Voice Vault, provider of voice-based biometric identity verification, have entered into a partnership. Under the agreement the companies will create a hosted, pay-as-you-go biometric identity verification service.

This system replaces the time-consuming manual verification process with a fully automated system. With VoiceCheck, contact centre agents will be presented with a validated identity in the beginning of a call, thereby allowing them to focus more on assisting callers.

Once a contact centre organization identifies any new customer they will be invited to register with Voice Check, by speaking a phrase or account number. The voice print that is created will be held on Experian’s secure databases. It will then be used to match against a caller’s voice when they use the contact centre again.

As the system is fully-hosted by Experian and priced on a per-check basis, the contact centre clients will benefit from low set-up costs and no fixed fees. Other features of this service include batch authentication services to help validate customer’s identities, analysis to identify whether individual voice prints are already attributed to other identities on the database, etc.

Jim Lound, director of Trust Services at Experian, commented: “VoiceCheck is fast, effective, and a user friendly method of securely validating a caller’s identity. By using the voice biometrics to re-verify the caller, the contact centre agent’s talk time can be reduced by around 30 seconds per call. This result in a reduction in the costs associated with verifying the identity of callers by up to 75 %.”

The voice biometric software used in VoiceCheck measures more than 130 characteristics of an individual’s voice and is able to detect and prevent the use of a voice recording to gain access. It has EU Certification for Advanced Digital Signatures. By eliminating the human interaction in the re-verification of callers, it removes the possibility for a fraudster to ‘con’ the agent using stolen information or for any form of collusion to take place.

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