Whether your callers use an IVR or go directly to an agent, it doesn’t matter. LumenVox is passively listening to the conversation, and uses biometrics to authenticate the caller. We can even authenticate callers in the IVR.

How do you authenticate callers today? Do you ask a bunch of questions? Do they forget some of the answers? Authentication, the old way, can take a lot of time.

What if you could authenticate callers in the background, by simply listening to a normal conversation? That’s what Passive Authentication does. It uses voice biometrics to create a voiceprint of your customer. It compares that voiceprint to one on file. And, it authenticates customers while saving time on the phone.

Call centers are the weakest link. Hackers have figured that out, as well. That’s why call centers are targeted more and more on a daily basis. The use of multifactor authentication, like voice biometrics, does a better job of letting the good guys in and keeping the bad guys out.

Authenticating callers can be frustrating. Not only does it take time, but it can be repetitive and lead to unhappy agents. Voice biometrics can lower that time. But, just as important, can lead to increased agent productivity and a happier workforce.