Call Center Featured Article

Speech and imaging solutions provider Nuance (News - Alert) Communications is furthering their bid to offer more secure caller authentication solutions by offering support for a broad range of authentication options for all types of call center interactions.

 

The company has announced the expansion of its authentication solutions for the call center to not only include speaker verification solutions, but now also "configurable multi- factor systems that can handle a mix of inputs from ANI, DTMF, speech and voice biometric samples".

 

The latest move is in response to increasing customer demand for caller authentication with Nuances capabilities.

 

"Enterprises are looking for leadership in the design and implementation of caller authentication solutions, including voice biometrics, for their call centers," said Chuck Buffum, vice president, Caller Authentication Solutions. "The opportunity is real -- six in ten U.S. consumers feel that voice verification is a secure form of identity verification for phone access to customer service data. Nuance's commitment to assembling the technologies, products and services necessary to deliver that leadership to the marketplace is extremely compelling."

 

To further support this latest move, Nuance has also announced industry veteran and authentication expert Chuck Buffum as vice president, Caller Authentication Solutions.  

 

As fraud continues to increase, spending on voice biometric-based caller authentication is also on the rise.

 

"Spending on voice biometric-based caller authentication is poised to grow at 43% per year over the next five years and will exceed $620 million in 2012," said Dan Miller (News - Alert), senior analyst, Opus Research. "Financial institutions, communications carriers, healthcare, travel, transportation and government agencies, recognize its potential to offer secure customer care, especially as an increasing amount of commerce takes place over mobile phones."

 

Using Nuance's caller authentication solutions, enterprises can more easily and securely authenticate callers by identifying biometric data from the user's speech patterns.

 

Lynda Kate Smith (News - Alert), vice president and general manager, Care Business Unit also said, "In addition to addressing consumer concerns, we are working with businesses to leverage voice security solutions to improve business efficiencies, as well as differentiate business offerings in the marketplace."


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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