Passive Voice Biometrics
A Better User Experience
Passive Authentication improves the customer experience by seamlessly authenticating the user as they interact with your IVR, live agent, or self-service channel.
Protect your customers and business applications with layered security that uses biometrics to verify identity and prevent unauthorized access to information or accounts.
Compelling Cost Savings
Biometric authentication is proven to reduce operational and fraud costs. It enables you to quickly authenticate transactions in the IVR, for increased containment, or through the live agent for faster, safer service.
Something You Know
Something You Have
Something You Are
With LumenVox – VoiceTrust Passive Voice Biometric Authentication, the customer experience is quick, safe, and accurate.
As little as 30 seconds of speech required within a call center environment.
As little as 8 seconds of speech required within a call center environment.
How Passive Authentication Works
Whether your callers use an IVR or go directly to an agent — it doesn’t matter. The LumenVox – VoiceTrust engine is passively listening to the conversation, and uses biometrics to authenticate the caller. We can even authenticate callers in the IVR.
Your customers call you normally, and interact with the IVR and/or agent
During the call, the callers speech is analyzed and a voiceprint is created
IVR – callers who interact with a speech-enabled IVR can be authenticated in the IVR. CTI ensures that the authentication level (score) is passed along to the agent.
Agent – if the caller was not authenticated in the IVR, then the first words with the agent are analyzed and a voiceprint is created.
In the background, the newly created voiceprint is compared with the voiceprint on file
If it matches, then the caller is authenticated and a message is sent to the agent (green light).
If it doesn’t match, then a message is sent to the agent regarding the failed authentication (red light).
If there isn’t a voiceprint on file, then a message is sent to have the agent authenticate the caller manually. Once the caller authenticates manually, the voiceprint is placed on file to be used for future calls.