It doesn’t have to be this way. Integrating network authentication and voice biometrics into your contact centre operations can significantly streamline the authentication process and improve the experience for both customers and agents.

Working in the background to reduce unnecessary friction, a network authentication solution focuses on call signalling data like the phone number, location and caller behaviour. This ensures that calls are coming from a physical, trustworthy source and aren’t being spoofed or manipulated.

Then, for the next layer of authentication, voice biometrics technology uses deep neural networks to analyse the unique characteristics of each caller’s voice in seconds as they speak naturally, comparing their voiceprint to the voiceprint saved for the known customer. Once customers are enrolled in this system, their voice can serve as their friction-free password for life, working across contact centres and digital channels.

Already, this technology is revolutionising efficiency and customer experience for organisations around the globe. According to Opus Research, authentication success rates have reached up to 99%, and fraud detection rates are at 90% and higher.

We can help organisations significantly improve their contact centre experiences – offering you the latest in authentication technology.

We partner with Smartnumbers to provide Smartnumbers Protect a network authentication solution designed to verify the authenticity of calling numbers before they even reach an agent. It works particularly well in combination with Nuance Gatekeeper, a voice biometrics security solution designed to prevent fraud without adding friction to the customer experience, authenticating callers and detecting fraud through natural conversations with agents or speech-enabled IVRs.

To discover more about how you can use these technologies to boost security while improving the customer experience in your contact centre, visit our fraud, security and compliance page.