Augmenting the Contact Center with Voice Biometrics
While many enterprises may have secured and locked down their online channels quite effectively, many have not addressed the vulnerability of the phone channel to fraud.
Don’t be a sitting duck! Voice biometrics can help you detect fraudsters and verify legitimate customers by their voice during live calls. The benefits of voice biometrics for the contact center are twofold: make customers happy by authenticating faster and detect fraud more effectively.
Modern voice biometrics can operate in the background of a call and silently identify an individual without requiring a passphrase to be spoken—allowing voice biometrics to become an invisible aid to security and authentication.
A Forrester Research report1 zeroes in on the reality that contact centers can no longer rely on security questions or the human instincts of customer service reps to foil a determined fraudster.
Read this report to learn more about how voice biometrics:
- Serves as a viable authentication option
- Solves two challenges for contact centers: customer authentication and fraud prevention
- Can operate silently without requiring a passphrase to be spoken
- Can be used to help increase fraud detection
1 Forrester Research, Inc., Market Overview: Voice Biometrics, Andras Cser and Heidi Shey, March 30, 2015.
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