SigmaWay Blog

Fraudsters are exploiting weaknesses in call center and help desk user authentication processes. Common caller authentication methods are creating inconvenience for legitimate users. Current authentication methods fail in three ways. They are: 1. knowledge-based authentication (KBA) - KBA's are used to authenticate users.2. PINs. 3. Caller ID. The other two ways include PINs and Caller ID to authenticate users- all of which are accessible by criminal. The best security is always layered security. This principle holds true when securing telephony channel. Voice biometrics can catch fraudster voices and put them on a blacklist for future voice comparisons and verifications of callers. Phone printing combined with voice biometrics provides the strongest method for detecting fraudsters. To know more, read Avivah Litan's (vice president and distinguished analyst at Gartner) article at: http://www.itworldcanada.com/blog/preventing-fraud-in-the-call-center-use-voice-biometrics-phone-printing/97217#ixzz3D51sGlc6

Nuance communications is one of the world's biggest providers of voice and language solutions to many businesses and consumers. Its applications experienced by millions of people. To streamline customer authentication and fight fraud at the same time it has partnered with TRUSTID which is a provider in contact center authentication technology. Nuance Voice Biometrics uses a technique to detect unique characteristics of a person's voice and creates a voiceprint which is used for future reference. It replaces the intrusive questions often asked and saves time. Contact centers that uses TRUSTID and Nuance in combination can see greater reduction in time taken on a call, operation cost and strengthening of security. Read more at: http://www.contactcenterworld.com/view/contact-center-news/nuance-and-trustid-partner-to-help-contact-centers-streamline-customer.aspx

In an article written by Zack Martin (Author at SecureID News), we come to know how a Mexican bank has employed voice biometrics for its customers to make phone banking process easy for them. Bank now uses Vocal Password voice biometrics solution which makes the usage of PINs, passwords, and security questions in their automated phone system redundant and obsolete. Introduction of voice biometrics has helped customers of the bank in a great way that now they don't have to remember any PIN's or passwords their voice is now the password for any banking operation they want to do over phone.

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An article by Omar Zaibak, Head of Marketing at VoiceTrust specializing in B2B demand generation, talks about the latest trends of the call center industry which will help to improve customer experience. Some of them are – Social Media, Voice of the Customer, Cloud Migration, Voice Biometrics.

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http://www.voicetrust.com/blog/top-10-call-center-trends-2014/