eWEEK content and product recommendations are editorially independent. We may make money when you click on links to our partners. Learn More.
Verint Systems announced advancements to its identity authentication and fraud detection solution designed to provide faster customer identity authentication, and safer and more secure sales and service environments.
Leveraging the company’s identity authentication and fraud detection platforms, organizations can validate legitimate customers’ identities by authenticating them based on their own voiceprints.
The solution is designed to offer more efficient and effective end-to-end experiences between customers and the organizations, and is embedded in the company’s customer engagement optimization portfolio. That means it can be enabled to provide added security to existing Verint call recording environments, or be installed separately as an advancement to existing engagement center environments.
“Any business with a contact center would find Verint’s identity authentication solution valuable,” Steve Williams, vice president of identity analytics at Verint, told eWEEK. “The solution is designed to help these contact centers verify the identity of customers more quickly, easily and securely than traditional authentication methods. Further, it helps reduce the number of security questions asked throughout the call to foster a better customer experience, reducing agent handle time and overall operational costs.”
Williams noted that even more importantly, it helps enhance fraud detection by matching inbound calls against a database of known fraudster voice prints.
As part of the portfolio, the platform features unification and workflow with Verint Desktop and Process Analytics to help identify and authenticate customers and provide the relevant guidance to employees as part of their engagements.
Depending on where employees are in the customer engagement process, desktop and process analytics can provide specific next-best action guidance based on identity matching scores.
“Creating a frictionless authentication experience was our top priority, both for the consumer and for the company they are calling. As consumers, we have become accustomed to our technology making our lives easier and more efficient,” Williams said. “The same is true for authentication. We’d prefer that the company we’re calling to just know who we are and proceed with the interaction as seamlessly as possible without the annoying and time consuming process of answering security questions.”
In addition, by leveraging other solutions, such as Verint Speech Analytics, organizations can detect, analyze and act on rising trends, opportunities and anomalies.
“Verint’s solution not only operates at a scale of matching one voice to thousands, but does so at a very low rate of false positives,” Williams explained. “We do this by combining voice biometrics with data science and predictive analytics. We evaluate dozens of data elements related to the call, including the telephony and the account being accessed, to determine the likelihood of fraud.”
He said taken together, these technologies enable faster, more accurate responses operating at a scale that lets us screen more than 100 million calls per year and save tens of millions in fraud losses.