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.


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

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



2. How existing customers are authenticated

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

Explore our other AI-powered tools

  • Text-to-speech

    Text-to-speech (TTS) and speech-to-text (STT) automatically convert text and speech into alternate formats to help you save time for your customers and agents.

  • AI voicebot

    Handle inbound calls, assist customers, and provide information without any agents and in over 90 different languages by using VCC Live’s AI voicebot feature.

How G2 users rank VCC vs. other providers

We’re proud to be recognized by clients as one of the best solutions around.

VCC Live Avaya Genesys 8×8
Meets requirements 8.8 8.7 8.5 8.3
Ease of use 9.0 8.4 8.9 8.2
Ease of setup 8.7 7.5 8.2 7.5
Quality of support 9.0 8.2 8.1 8.0
Partnership 9.3 7.9 8.4 8.1
Product direction 8.6 7.1 8.6 7.9


Check out the full G2 user rating comparison here.

Clients relying on VCC Live every day

Get started with VCC Live

Let’s discuss your voice biometric
needs and a solution that works for you.