In these unprecedented times, contact center interactions are increasing across voice and digital channels. More than ever, Nuance biometric solutions help by automating the authentication process and cutting Average Handle Time while providing the security and convenience that customers want.
The popularity of biometric authentication has exploded in the past few years. According to Opus Research, there will be more than half billion voiceprints alone by 2020. It's not hard to see why, as people become more and more comfortable with biometric authentication, enterprises are using multi‑modal biometrics to improve security while keeping customers happy.
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Opus Research: 2019 Intelligent Assistant and Voice Biometrics Intelliview analyst report
Learn how biometrics successfully balances security and convenience to provide zero‑effort authentication, and why Opus Research named Nuance “the undisputed market share leader” among 13 vendors.
Get it nowWhat makes a customer happy? Being able to get right to their problem without having to prove who they are. With biometric technology from Nuance, customers increase their satisfaction by authenticating naturally with the sound of their voice, face or even the way they interact with the device.
Authenticate your customers with a passphrase like “My Voice is my password”.
Authenticate your customers without interrupting their request.
Give your customers the choice of Facial Recognition on their cell phone.
Continuous authentication to ensure the customer with the log in is really the customer.
Whether it's shorter call times, increased functionality or the ability to do amazing new things with your mobile apps, voice authentication can deliver from day one. It's a critical investment in security.
PINs, passwords and challenge questions are inherently insecure. Fraudsters can buy credentials online and find personal details easily on social media. Enterprises can provide two-factor authentication with multiple biometric modalities without having to rely on unsecure PINs and passwords.
Your customers want to have a choice. With multi-modal biometrics, they can choose the authentication mode that matches their situation. On a crowded bus, it may be easier to authenticate with a selfie rather than a voice password. When customers are authenticated without having to be interrogated, both the customer and the agent are happier.
Across industries and geographies, Nuance is recognized for its innovative biometric authentication and fraud prevention technology.
The GSMA awards its Global Mobile (GLOMO) Awards to those companies driving innovation in the rapidly evolving mobile industry. Nuance Gatekeeper won GSMA’s 2020 GLOMO Award for Best Mobile Authentication & Security Solution.
of users say authentication is time‑consuming and frustrating.
of mobile users reset passwords at least once a month and usually reuse a password.
An account takeover incident on average costs consumers five times more than for any other type of fraud.
Nuance Internal Customer Research 2016
Voice Biometrics works by comparing a person's voice to a voiceprint stored on file. The voice is analyzed for over 140 factors against a voiceprint that is impossible to spoof or duplicate and cannot be reused if stolen. Voice biometrics can be applied to secure self-service applications and can even listen to a conversation with an agent to provide effortless authentication.
Voice Biometrics can be Active where the user states a passphrase like "my voice is my password" which enables companies to create in-depth self-service digital channels in an app or website that can handle secure transactions. Additionally, voice biometrics can be Passive to "listen" in the background of a conversation with a call center agent. This comparison happens in the background with no additional input from the customer and is authenticated in as little as 10 seconds.
With facial recognition the user takes a picture of themselves in real time that can be compared to a face on file. The system today can achieve high levels of confidence by overcoming facial variances and new technology will provide liveness detection where the system can easily determine if the customer is using a photograph.
Behavioral patterns, such as how a person types, uses a mouse, or even how they pause when accomplishing a task, create a profile of the user that can be compared to an expected profile. It excels at continuous authentication where a user is constantly compared to their profile to ensure that someone else has not hijacked the session.
Leading financial institutions are leveraging voice biometrics to keep customers secure—and fraudsters at bay. Watch this video to hear about the benefits voice biometrics provides for your customers and your organization.
Take a deep dive into the world of security in the contact center and beyond. Get real‑life stories from the fraud battlefield and hear tales from the pioneers of AI security.
