Leaco Rural Telephone Cooperative has deployed Verbal ID, a branded voice biometric service from VoiceVerified, Inc.
By using the authentication services of VoiceVerified, Leaco can protect its customers against identity theft. This is achieved through a streamlined call flow process that eliminates the need for passwords, access codes and disclosure of private information. Callers can thus use their voice for greater accuracy, flexibility and security.
Leaco is reportedly the first telecommunications provider in the United States to deploy this technology as an integral part of its ID & A strategy.
Using the on-demand hosted voice biometric service, VoiceVerified will prompt Leaco customers to repeat a random 5-digit number for positive identification in just a few seconds. Following the authentication of their identity, callers are able to easily continue accessing their account, without having to remember personal passwords or PIN numbers or to divulge any other demographic or private information for authentication.
VoiceVerified said that telecommunications providers must secure private customer information (CPNI) against unauthorized access and disclosure under a new federal order.
) analyst Avivah Litan noted that telecommunications carriers of all sizes can benefit from implementing a voice-based authentication scheme within call centers. Litan said that companies must assure convenience without sacrificing security and privacy.
“We are thrilled to provide the people of Southeastern New Mexico with faster, simpler customer service while protecting them against identity theft,” said General Manager and Executive Vice President of Leaco, Laura Phipps in a statement. She pointed out that by taking the lead with this exciting new technology, they are protecting their customers’ privacy as well and believes people shouldn’t be forced to choose between convenience and security as they deserve both.
Phipps further explained that the company thought it was much better for customers to use Verbal ID rather than make them manage yet another set of PINs or passwords. According to Phipps, Verbal ID is more secure than a PIN or password.
Initially, Hobbs, NM-based Leaco will use VoiceVerified’s technology to authenticate the identity of customers whenever they call into Leaco’s contact center. Leaco envisions future uses of VoiceVerified’s service to authenticate customers in its stores, business offices, and online.
“A person’s voice is as unique as their fingerprint. We believe Leaco’s customers will feel secure using VoiceVerified service, because it gives them a way to keep their information private with nothing to remember, nothing to lose and no worry of it being stolen,” said Jeff Randol, CEO of VoiceVerified, in a statement.
Randol continued: “We feel privileged to be working with Leaco as our first telecommunications partner in voice authentication. They’ve been a trusted service provider for many years, and have taken a leadership position in the fight against identity theft.”
Leaco is Southeastern New Mexico’s major provider of wired and wireless telecommunications and high speed Internet services, serving a population of nearly 175,000 people Including the cities of Artesia, Carlsbad, Dexter, Eunice, Hobbs, Roswell and Tatum, NM.
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Anuradha Shukla is a contributing writer for TMCnet covering call centers, CRM and information technology.