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Mobile Banking Case Study

Mobile Banking Case Study

Strengthening authentication of mobile money channel with LumenVox Active Voice Biometric Authentication

The Client is a mobile operator, pioneering technology in the world of emerging markets. Their latest launch meets a critical need: Within emerging markets, many customers are ‘unbanked’, however, mobile phones usage is prolific and a rapid-growing niche. In response, the Client has recently introduced a Mobile Money solution that will allow customers to easily set up a bank account and make financial transactions digitally. The platform finally offers these customers a financial services solution that enables their active participation in the economy in a safe and secure manner.

Operational cost savings

Streamlined customer process


Robust, remote voice biometric authentication

A multinational mobile telecommunications company, operating in many African and Middle Eastern countries.

Integration Partner

LumenVox Software
Active Voice Biometrics


The company wanted their product to ensure security for all without sacrificing ease of use or adding to the heavy workload of current employees.


The company worked with authentication solution provider OneVault and their partner Contactable to implement LumenVox Active Voice Biometrics within Contactable’s digital identity platform.


A complete digital customer journey that ticked all boxes: greater security, improved customer experience and strict compliance.

LumenVox Active Voice Biometrics provides convenient and trustworthy user authentication.

The Client recognized the benefits of introducing biometrics – both face and voice. At the same time they envisioned a more seamless, remote and digital process, one that did not require engagement with a live agent or a physical location.

To fulfill the voice biometric component of the process, the client worked with authentication solution provider OneVault and their partner Contactable to implement LumenVox Active Voice Biometrics within Contactable’s digital identity platform. Users are now able to register their voice password with a simple statement: “At [NAME of COMPANY] my voice is my password.” On subsequent calls these registered users can then use this same phrase to quickly validate their identity and secure transactions.

The Client’s Mobile Money solution now features self-service PIN reset using active Voice Biometrics, with fall-back options to facilitate the resetting of PINs in-store or via a mobile app. The next phase of security integration will introduce Facial Recognition.

“We know how valuable remote biometric authentication can be when it’s tailored to a company’s business process. We are thrilled to work
with a client who is not only passionate about innovating but also intent on prioritizing security for their customers. “

Yuren Deokaran, Product Manager, OneVault



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Deutsche Post DHL

Deutsche Post DHL

Deutsche Post DHL achieves significant productivity gains and cost savings within their Help Desk.

Deutsche Post was looking for a way to automate the password reset process for employees in its Germany offices. The process was too long at four hours, negatively affecting productivity, and required manual agent support, increasing the burden on the helpdesk. The IT staff required a solution that provided 24/7 self-service, significantly reduced the length of the password reset process, and offered a high level of authentication security to protect its systems and employees from unauthorized access.


Reduced helpdesk costs by 16%

Over 100,000 hours of productivity gained


Password resets shortened from 4.5 hours to 15 minutes

DHL Logo

Deutsche Post DHL

Into their Windows ADS system through a reset connector

LumenVox Software
Active Voice BiometricsPassword Reset


A lengthy existing password reset process that required manual agent support, increasing the burden on the help desk.


LumenVox Password Reset to enable employees to reset their passwords anywhere and anytime using their voice.


Utilizing LumenVox Password Reset resulted in over 100,000 hours of productivity gained per year, reducing help desk costs by 16%.

LumenVox Password Reset is utilized to provide a more convenient, secure, and automated user experience.

The solution provides a more convenient user experience that doesn’t require the involvement of help desk staff while providing a very high level of security with voice biometrics. Employees voluntarily enroll their voice by calling a password reset phone number or receiving an automated call-back from a webpage to store their unique voiceprint. Their voice is then used to automatically authenticate them each time they require a password reset for a more secure and convenient process.

The solution integrates into their Windows ADS system through a reset connector for a seamless experience. Self-service password reset has been very popular, with over 25,000 Deutsche Post employees voluntarily signing up and using the service today.

“The LumenVox solution helped us gain tremendous productivity and achieve cost savings in the helpdesk while providing a secure and convenient password reset process for over 25,000 employees with voice biometrics.”

Wolfgang Köhl, Corporate IT Office, Deutsche Post



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