VoiceGuide can perform voice authentication, allowing full automation of transactions that can only be processed once identity of the caller has been established.
Voice Authentication provides a level of security surpassing the usual knowledge based security questions, and SMS token based authentication systems. Once identity is verified many transactions that before required verification by agent can now be completed without leaving the IVR.
If the call needs to be transferred to agent at any stage afterwards, having the caller already verified significantly reduces agent's call handling time.
Well-designed voice biometric applications deliver effective accuracy and levels of security. They can also be active or passive, meaning that the user may not be aware the voice biometric analysis is taking place, particularly useful for fraud detection.
Please Contact VoiceGuide to discuss how to best implement Voice Authentication in your call center.