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Blog V1

The Art of Speech & a Conversational IVR

Speech technology can truly bring the customer experience to life, but it takes a unique blend of creativity, technology, and hardware to do so. We recently interviewed LumenVox Software Engineer Shaun McThomas to gain his perspective on the art of integrating speech...

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3 Key Strategies for Credit Unions {in the Time of COVID}

There are three key issues on credit unions’ minds right now: Fraud, operations, and member experience. Fraud is a rising issue due to uncertain economic times. Operational efficiencies are a high priority because the contact center is now being inundated with...

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On Voice Biometric Privacy and Informed Consent

It was recently announced that a biometric data privacy suit implicated the voice biometrics company, Pindrop. According to the plaintiffs, informed consent requirements were not followed when collecting, storing, and utilizing voiceprints to authenticate customers...

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The Reality of Synthetic Voice Attacks

Voice biometrics provides a robust layer of security for contact centers, using the physical and behavioral characteristics of a voice to verify claimed identities. But just as businesses are adopting new voice biometric technology, fraudsters continue to advance and...

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