Intervoice Fighting Identity Theft

Customer Inter@ction Solutions, Jul 2005

To fight against fraud and identity theft, some call centers are moving beyond simple security questions when verifying callers' identities. Intervoice recently announced that its Omvia Authenticator now provides customers with leading-edge voice authentication technology to increase the security of their voice applications and foster more trusted relationships with their own customers. The new application aims to make callers feel more confident and secure when using the telephone to access account information or complete transactions. This security can help boost brand loyalty, improve customer retention and reduce churn. In addition, costs can be lowered by improving self-service automation rates and reducing the amount of time it takes customer service agents to help customers complete their transactions.

Omvia Authenticator product features include:

* Advanced risk modeling to make highly accurate, real-time authentication decisions, taking into account voice biometric results, content knowledge, presence information, past behavior and profile data to make the best possible authentication decision with the highest level of accuracy and automation possible;

* The ability to be leveraged as an enterprise authentication resource across multiple applications and business needs, as it resides on a separate authentication server; and

* Usage of default enterprise database methodology for storing voiceprints and authentication profile information, allowing the voiceprint records to be managed in the customer's existing database infrastructure and maintained according to their database security and firewall rules.

The Omvia Authenticator uses expertise in multi-factor authentication with a current focus on leveraging voice biometric technology for use in large-scale, consumer-facing deployments. The underlying technology can also be used by call center agents to conduct pre-enrollment authentication to make sure that the person whose voiceprint you are enrolling is identified correctly. A simple activity such as authentication can also help large call centers save millions of dollars by automating the specific tasks of authentication activities from a live agent to an even smarter system. Beyond identification and authentication, Omvia Authenticator offers robust audit trail and proactive monitoring capabilities to meet regulatory compliance requirements. All of these process best practices are designed to increase customer trust in the integrity of their account relationships.

www.intervoice.com