As a contact center administrator, you’re seeking a voice biometric identity verification solution that will enable a secure, but convenient, phone-based login experience for your customers.
This is very important, as you don’t want to implement security with voice biometrics that customers will have a hard time using. This could result in a low user adoption rate.
As such, you have a tough decision to make: Should you opt for active or passive voice biometrics?
Active voice biometric authentication would require an end user to submit a correct voice sample every time he or she dials into the contact center. This is done by speaking a short phrase into the microphone.
Conversely, a passive system would require a customer to submit a single voiceprint during enrollment. No further samples would need to be given for subsequent logins, as the computer would naturally scan the user’s voice during a normal conversation with an agent. This type of enrollment takes about 45 seconds for the customer.
So, which is the better solution? The short answer is that it depends on your business’s needs. You can make a case for both kinds. But if there’s one thing you don’t want to base your security with voice biometrics decision on, it’s time savings.
Many people, in other words, think that passive authentication systems will lead to higher adoption rates because it saves the user time during the identity verification process. The truth, though, is that the difference between active and passive authentication comes down to just a few seconds. And most customers will dial into the contact center sporadically. It’s not usually an everyday task, and so a few seconds probably won’t be enough to annoy a customer.
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