NICE Systems Ditches the ID Verification Process, Offers Biometric Solution

Say you’re a customer calling into Acme Call Center because you have a problem with your Acme Solution XYZ. You really need some help because your XYZ just isn’t doing what it’s supposed to. You look up the toll-free number, you get into the queue after pressing your way through the call menu, and once you finally reach an agent, you now have to spend a few minutes to verify that you are, in fact, who you say you are and that you do own XYZ.

The agent goes through the necessary steps to verify who you are; what’s your name? Where do you live? What are the last four digits of your social security number? What is your maternal grandmother’s maiden name? What was your first car? What is your dream car? What was your favorite color when you were 5? If you’re lucky enough to remember half of the answers to the questions you set up for yourself, then your identity will be verified. If not, you’re out of luck. Unless, of course you’re calling into a center that uses NICE Systems (News - Alert) voice biometrics.

If you’re current on the news, you know that biometrics identify a person based on his or her physiological or behavioral characteristics. The iPhone (News - Alert) 5S employs this technology with its latest home button. What NICE Systems does is take characteristics of your voice and uses them to confirm a claimed identity within 15 seconds of a call, no crazy questions needed.

A voice biometric is a numerical representation of the sound, pattern, and rhythm of an individual’s voice. A voice biometric or "voice print," is as unique to an individual as a palm or fingerprint. A speaker’s voice is extremely difficult to forge for biometrics comparison purposes, since a myriad of qualities are measured ranging from dialect and speaking style to pitch, spectral magnitudes, and format frequencies.

Voice has emerged as a viable authentication method, because just like a fingerprint or iris, voice is unique to the individual.

Hear what NICE Systems had to say about its solution from this year’s ITEXPO (News - Alert) Las Vegas: