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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