Authenticate callers with their voice

Authenticating callers with security questions is not only unsafe, it is costly, time-consuming, frustrating for your customers AND for your agents. There is a much better way.

You can authenticate your callers seamlessly and transparently with their voice while they are talking with your agents on the phone. Here’s how it works:​

  • The first time customers call, the voice biometrics system creates a voiceprint based on the caller’s voice pattern while they’re talking with the agent. This all happens in the background.
  • Once the voiceprint is created, the agent asks the caller if they agree to be identified with their voice the next time they call.
  • The next time they call, customers are transparently authenticated within the first few seconds of their conversation with the agent.

Results that speak for themselves

 

99%

Authentication success rate

90%

Detection of fraud attempts

85%

Automation of the
authentication process

The need for voice biometrics is clear

85%

Of customers are dissatisfied with today’s automated customer authentication.

Opus Research

42 seconds

Average Handle Time (AHT) saved with each call when companies switch to voice authentication.

Opus Research

$2.50

Every dollar of fraud costs organizations nearly 2.5 times more than the actual cost itself.

LexisNexis

Nuance Security Suite: The unchallenged market leader

Nuance Security Suite is the world’s most trusted customer authentication and fraud prevention solution.

  • The only solution trusted by Canadian financial institutions
  • 500 enterprise customers
  • 8 billion secured transactions per year
  • 2 billion $ in fraud savings per year

 

Example results at a large Canadian financial institution

96%

enrollment rate

48%

of calls authentified within 3 months

42 seconds

average AHT reduction

8.8/10

customer satisfaction score

Jason Costain – Head of Fraud Strategy – Royal Bank of Scotland

“Before voice biometrics, fraudsters repeatedly broke into customer’s accounts, every day. The contact center was the weakest link and fraudsters took advantage of it.”

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