Feature
Sometimes, proving who you are can be difficult. To make phone authentication easier, customer interaction management provider NICE Systems has unveiled its real-time authentication solution that requires only your voice.
The system's Seamless Passive Enrollment process creates a voice print from previous callings, so that users do not have to set up their own voice profiles.
"If a customer has called before, they can be automatically authenticated using their voice the very next time they call," NICE Enterprise Group Yochai Rozenblat said in a statement.
Integration with Contact Center
Other voice authentication systems are on the market, such as Nuance's. The Israel-based NICE's competitive advantages, its Director of Fraud and Real Time Authentication Solutions Tamar Sharir told CMSWire, are mostly related to its integration with other components of the company's contact center.
An agent's NICE screen.
In addition to the passive voice enrollment, there's real-time agent notification when a customer's claimed ID does not match the voice print database, scalability to millions of interactions, and a security questions interface that can always be used as a second authentication layer for first-time callers and odd cases.
The NICE system employs questions based on the customer's account activity, not ones about your pet's name and such.
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Aside from the hassle factor of, say, not being able to remember which pet's name you used when you set up the account, Sharir said voice authentication is more reliable because "fraudsters are becoming more sophisticated," developing ways to get past traditional authentication questions.
Detecting Fraudsters
"Fraudsters can easily figure out your pet's name or favorite hobbies just by scanning through Facebook or other social networks," she said. Additionally, Sharir pointed out, about three-quarters of customers "have failed authentication at least once in the past" when non-voice techniques were used, while voice authentication does not require PINS, passwords, or pet names.
The accuracy rate in verifying customers through natural dialogue with an agent is over 90 percent, according to the company. Voice authentication can also be used for fraud identification, where a voice biometrics-based watch list of known fraudsters can be used to flag culprits.
The company said the voice authentication process can take less than 15 seconds, compared to the 60 seconds it says are required for verification using traditional techniques.
