Voice biometrics for contact centers

Automate caller verification with a highly secure voice biometric process that takes just seconds, enabling your agents and customers to connect faster.

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Conduct swift and secure authentication

Delight customers and agents by removing the need for lengthy manual checks.

Diminish fraud

Add an additional robust layer of security to your caller authentication process to protect you and your customers.
Verify fast

Authenticate callers with one of the quickest verification methods by only using their unique voiceprint.
Improve CX

Introduce an easy-to-use method for callers that is less vulnerable and time consuming than passwords or PINs.
Reduce agent work

Remove the necessity of agents having to conduct manual checks and replace it with an easy-to-use process.
Boost compliance

Adopt a highly recognized method of security that helps you to meet stringent contact center requirements.
Implement quickly

With our cloud-based contact center software, users can easily add the voice biometric feature to their solution.

How does voice biometrics work?

Voice biometric authentication swiftly identifies callers based on the unique sound produced by their vocal tract –
regardless of language. All the caller needs to do is provide a voice sample and the verification is complete.

The below steps provide insight into how new customers can be registered and verified using voice biometrics.

The below steps provide insight into how new customers can be registered and verified using voice biometrics.

1. How new customers are registered

An inbound number is not recognized by the system
Standard caller verification takes place via IVR or agent
Customer is informed about faster biometric process
The customer agrees to take part via IVR or agent
The customer is asked to give a voice sample (e.g. full name)
The sample is acknowledged and stored for future use
The customer continues their call

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2. How existing customers are authenticated

The inbound number is recognized by the system
The customer is asked to provide their voice sample
The customer states their name
The system replies with “successful authentication”
The system connects the customer to an agent

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