Nuance FreeSpeech - Biometric voice authentication system

The most natural way to authenticate: Biometric authentication using speech

Nuance FreeSpeech authenticates a caller in as little as six seconds, just by listening to their normal conversation. No passwords, no PINs. What could be easier?

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Offer your callers the security and ease of FreeSpeech

Nuance FreeSpeech verifies a caller's identity during a natural conversation. The FreeSpeech system transparently analyses over a hundred unique voice characteristics while the customer is talking to a call centre agent and compares these characteristics with the relevant stored voiceprint in seconds. The call is never interrupted, and FreeSpeech voice biometrics works with any language, any accent, any call‑quality – regardless of the content of the call.

See how Barclays improves the overall experience with Voice biometrics

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Barclays improves their customer experience

Barclays improves their customer experience

Learn how Barclays reduced their average call time by 15%, improving their overall customer experience.

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Opus research: the intelligent assistance playbook

Find out what’s driving the dramatic growth and adoption of voice biometrics for customer authentication.

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Benefits

Happy customers, happy agents

Customers prefer biometric authentication to PINs/passwords and especially challenge questions. Call centre agents dislike having to switch from customer service to security expert when they have to question the customer to prove who they are. Agent satisfaction and longevity are improved by removing customer authentication from their job requirements.

Do more with fewer agents

When agents are no longer spending time challenging customers to prove who they are, their average handle time drops. Historically, companies can see between 30 seconds and two minutes of improvement on every call. These minutes add up fast.

Stop fraud in its tracks

FreeSpeech listens in to the conversation and compares to the speaker’s voiceprint, and a verification result is then transferred to the CTI, agent workstation or CRM system in a matter of seconds. The captured voice is also compared to a fraudster voiceprint blacklist. Fraud teams can add known voiceprints to this database and even collaborate with other companies to create a master blacklist.

Stats

The results are in

85%

of users are frustrated with existing authentication

90%

of users prefer voice biometrics over the status quo

84%

of people say they are more concerned about their online privacy and security today than they were a year ago

Features

A natural security solution

Nuance FreeSpeech authenticates a caller in as little as six seconds, just by listening to their normal conversation.

Authentication without interruption

FreeSpeech is a text-independent, passive customer authentication platform used in a call centre. It verifies a caller’s identity during the first few seconds of a natural conversation with a contact centre agent and compares this to the voiceprint that is stored in the database. It does this in seconds without interrupting the call. It can do this in any language, with any accent and call quality, regardless of the content of the call. It completely eliminates the need for PINs, passwords and security questions when a caller is interacting with an agent in a call centre.

State-of-the-art biometrics

FreeSpeech ensures that fraudsters can't spoof the system and voiceprints can't be used if stolen, keeping customers secure from fraud. FreeSpeech incorporates scores of unique features to ensure that a fraudster can't spoof the system. This system looks for anomalies in gender, liveness and caller consistency and will generate an alert if it finds synthetic speech or a recorded voice. Even professional voice imitators can't fool our system.

Continuous improvement

FreeSpeech continually updates voiceprints by using new audio to update existing voice templates and automated enhancement of voiceprints based on the analysis of failed authentication attempts by legitimate users. FreeSpeech maintains an accurate voiceprint, even with changing background noises and voice tones that shift with age.

What people are saying about Nuance FreeSpeech

Resources

Data sheet
  • Secure Biometrics Datasheet
    Easy and secure biometric authentication. Identity verification that customer and agents love, and fraudsters hate.
Video
  • FreeSpeech
    Transforming the caller experience with FreeSpeech.
Case study
  • Tatra Bank
    Learn how clients of Tatra Bank use their voice to verify their identity.

Learn how you can start using the power of biometric speech authentication.

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