Vocent Solutions Inc., the leading provider of voiceprint based secure
automation solutions, today announced the release of Vocent Confirmed
Caller™ 2.0 – a speech-driven, packaged application that leverages voice
biometrics to conveniently and securely automate the authentication
process in call center environments. New features in Vocent Confirmed
Caller 2.0 include a powerful, first of its kind proprietary
authentication engine, Vocent DecisionMaker™, off-the-shelf integration
with call center products using VoiceXML, and extended and improved
reporting, logging and administrative tools.
Key to Vocent Confirmed Caller 2.0, Vocent DecisionMaker is an
authentication engine that uses proprietary algorithms to accurately
process multiple factors, such as voiceprint, profile knowledge, user
location, caller history and more to quickly and securely automate the
authentication of callers. Vocent DecisionMaker facilitates the next
generation of call center authentication automation, as evidenced by a
recent trial in a major North American bank, where Vocent Confirmed Caller
2.0 achieved over 90-percent automation of caller authentication while
simplifying the user experience and improving overall security.
“With Vocent Confirmed Caller 2.0, call centers can reduce caller average
handle time by 30 seconds or more, and improve customer convenience by
eliminating the number of personal authentication questions asked when
confirming a caller’s identity,” said Chuck Buffum, President and CEO of
Vocent. “Furthermore, Vocent Confirmed Caller can eliminate the need for
PINs and easily forgettable passwords, which simplifies the user
experience while lowering the risk of identity fraud.”
Vocent Confirmed Caller – Details of Additional Features and Benefits
Vocent Confirmed Caller 2.0 works with leading speech technology engines
and telephony platforms, which contributes to an industry leading 90-day
deployment cycle. This enables customers to leverage existing IVR and CTI
infrastructure investments, and realize a rapid ROI and a payback of six
months or less.
Additionally, improved VoiceXML capabilities give Confirmed Caller 2.0
extensive plug-in compatibility with popular platforms, such as those from
VoiceGenie and TellMe. Vocent’s VoiceXML integration capabilities allow
enterprises to quickly and seamlessly deploy the solution within the
existing call center infrastructure.
Additional business productivity and deployment flexibility is driven by a
configurable XML-based rules engine. This allows the product to be quickly
deployed and easily configured to match enterprise business rules without
requiring custom development.
Also new for Confirmed Caller 2.0 are improved and expanded SNMP and SMTP
alerting and messaging tools for improved onsite and remote reporting and
administrative needs. Active monitoring and application testing features
ensure maximum system uptime, while automatic report generation and
distribution provides for real-time access to system metrics.
Buffum concludes, “Customers are telling us that their call center agents
spend 10 to 15 percent of their time identifying and authenticating
callers. Confirmed Caller 2.0 with Vocent DecisionMaker automates these
tasks, while callers gain a non-invasive, secure and easy to use
experience when calling.”
[ Back To TMCnet.com's
Homepage ] |
Internet Telephony Magazine
Click here to read latest issue
CUSTOMER 
Cloud Computing Magazine
Click here to read latest issue
IoT EVOLUTION MAGAZINE
