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March 29, 2007

Intervoice and RSA Improve Telephone Banking

By Stefania Viscusi, TMCnet Assistant Editor

In a bid to assist financial institutions' contact centers with the need for multifactor authentication for their telephone banking environments as well as provide enhanced functionalities like speech technologies, Intervoice, Inc. and RSA, The Security Division of EMC (News - Alert), have announced an agreement to integrate their offerings
The announcement was made at Intervoice's (News - Alert) end-user conference "Interactions 2007" and includes the integration of Intervoice Voice Portal and RSA Adaptive Authenitcation for Phones. The RSA is also partaking in, and sponsoring the event.
With the integration, customers who conduct banking business and transactions over the phone will be better protected and have a more feature rich experience. The solution also helps meet the Federal Financial Institutions Examinations Council's (FFIEC) guidelines.
Enhanced functionalities like speech touchtone and blended system options that increase customer service levels are made possible with the Voice Portal solutions while RSA's offering brings security that includes proven, multifactor authentication to meet stringent requirements.
Callers are uninterrupted until the call is flagged as high-risk and then are asked to provide further identification, like a one-time password or biometric voiceprint sample.
The integration with RSA Adaptive Authentication for Phone was done with ease due to the underlying technology of Intervoice's Voice Portal software which is a "runtime-execution engine based on State Chart Extensible Markup Language (SCXML)," a news release noted.
The release also noted Intervoice for being one of the first companies with a commercial implementation of "SCXML to manage complex call control and application delivery in a Service Oriented Architecture (SOA) environment."
With the multifactor security measuresfinancial institutions providing telephone banking services are able to provide customers, who are becoming increasingly mobile, with the ability to conduct their banking needs conveniently over the phone and more securely with multifactor authentication.
The new offering will also be extended to serve other markets in the future. Ken Goldberg, senior vice president, corporate development and strategy, Intervoice commented in a statement. "While this relationship initially targets the banking industry with an interoperable solution, as this strategic partnership grows, we anticipate customers in the healthcare and insurance sectors will be interested in similar solutions, as HiPPA has also increased the need for stronger caller authentication."
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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