While IVR systems have typically been praised for their ability to automate and improve customer service - among other benefits, the security required for customers to trust in these systems has grown.
Typically, when a caller reaches an IVR, they are looking to get information quickly, and securely. When this information relates to private data like bank account balances or medical test results, the need for secure IVRs becomes even greater.
Companies must offer a level of protection callers can trust and security measures like passwords and PINs are not only outdated, but lengthen the process for a caller wanting to get information quickly.
Voice biometrics is a unique solution that companies can use to positively identify a caller while maximizing agent efficiency.
During a recent TMC (News - Alert) webinar event sponsored by Angel, “Using Voice Biometrics & Voice Signature to Reduce Costs, Improve Customer Service and Fight Fraud,” guest presenters Rich Scarbath, channel director for Angel and Julia Webb, executive vice president of Sales and Marketing at VoiceVault, detailed the ways they can help organizations provide better customer service, higher levels of data security and increase conversion rates using Voice Biometrics and Voice Signature solutions.
Attendees also learned about different models for integrating voice biometrics into existing IVR and learned contact center channels and the types of transactions that can be replaced with voice biometrics.
With IVR, “we want it to be as human as possible, and use the phone like an ATM,” Scarbath said.
In an example Scarbath noted, “I go to the ATM specifically because it gives me one or two things faster than if I had gone into the actual branch and waited in line for the teller.”
“I get my balance, and I take money out,” Scarbath said.
But, in addition to making it easier to get these transactions done, using the ATM also clears the line up in the bank for people who need to stand in line and talk to the teller “from people like me, who are standing in line also blocking their way.”
The phone and an IVR are the same way and, according to Scarbath, should provide a method of doing things efficiently and in a friendly manner.
Webb also discussed the choices for third factor authentication.
According to Webb, the biometrics space is trying to provider stronger authentication that goes “beyond something you have, or something you know, and providing something you are.”
In addition to the phone channel, where there aren’t a lot of other options, voice also lends itself to online transactions, Webb said.
And while there may be other applications out there using technologies like fingerprint sensors, Webb said they, “require specialized hardware and are not something that’s portable - so voice has really come into its own as far as a choice for third factor.”
For more, check out the archived version of the Webinar HERE.
Stefania Viscusi is an assignment editor for TMCnet, covering voice and Voice over IP technologies. She also oversees production of TMCnet's e-Newsletters in the areas of Internet telephony and speech technology. To read more of Stefania's articles, please visit her columnist page.Edited by Stefania Viscusi