In a recent post, we explained how identity management provider BioConnect is using VoiceVault’s voice biometric identity verification software to enhance its universal identity management platform.
BioConnect users can now log into multiple accounts using just their voice — providing an easy, and convenient, authentication experience that is free of passwords and security questions.
Last week, BioConnect showcased their solution during a demonstration at Money20/20, one of the biggest financial technology events of the year.
BioConnect VP of Strategic Marketing & Global Alliances Bianca Lopes was joined on stage by her client, whose company is directly benefiting from their product. Attendees were able to see firsthand what a voice biometric-based login looks like.
Lopes also spoke about the need for identity management solutions that are agnostic of modality, device and identity. She explained how consumers today want to be able to authenticate using any device and modality. So merchants, banks, fintech startups and gateway companies need to be able to offer seamless authentication across multiple channels.
We recommend that you watch the brief presentation below, as it will give you a better overview of how companies are using voice biometrics to improve the login experience.
Your business is striving to create optimal experiences across all customer touchpoints. And there is one area that needs some attention: your mobile login process.
What’s the problem with your current login setup? It’s based on username and password type entries. It’s an outdated, clunky and frustrating process, which also happens to be insecure.
Here is a common chain of events which can occur when a customer tries to login into his or her account:
Forgets username/password: The average customer has many different online accounts. Most have varying username and password combinations which are difficult to remember.
Fails security questions: What happens when a customer can’t remember a username or password? The customer must request help via email. Yet in order to receive assistance, the customer has to answer security questions correctly. This can create further complications.
Tries random combinations: If a customer can’t get past the security questions segment, he or she will most likely attempt to enter random username and password combinations hoping to strike the right one. This is usually a last ditch effort.
Gets locked out: Finally, the inevitable happens: The customer exceeds the allowed number of login failures, and gets locked out of the account. The customer must then call customer service. This adds even more time to the login process. In some cases, the customer must wait until the following business day to speak with customer support, or wait 24 hours to try again.
As you can see, this type of login system does little to promote a positive customer experience.
Conversely, a voice biometric-based login is much simpler. All the customer has to do is speak a short phrase into a mobile microphone.
That’s all it takes. If the voiceprint is an exact match, the customer will be allowed into his or her account.
So let’s bring your mobile identity verification strategy into the 21st century. Click here to learn more about how VoiceVault, a global leader in voice biometrics, can help.
You’re 10 minutes into a phone call with a customer who is on the verge of signing up for your company’s services … when wham (pump the brakes!), the usual roadblock arises: the authentication process.
For many companies, this is where an easy 10-minute phone call turns into a prolonged waiting period of several weeks or more. First, consent forms must be mailed to (and received by) the customer. Then, the customer must actually sign the documents and send them back to the right office. Oftentimes, forms must be resent and additional phone calls must be made before the process can continue and services can begin.
Further, once the paper is returned, it must be filed and looked after, which drives up the cost of paper management considerably. In fact, according to Thomson Reuters, a firm with 500 clients can actually spend more than $28,000 per year managing paper. This also invites a significant amount of risk into the process as documents can be easily lost, stolen or compromised.
Here’s an easier, safer and more affordable way that you can collect customer or patient consent forms: Invest in a voice e-signature solution. As explained in the below video from VoiceVault, a leading provider of enterprise and mobile voice authentication solutions, and Enacomm, voice e-signatures are recognized as legally binding signatures by the American Bar Association, as well as per the parameters of the U.S. E-Signature Act, HIPAA/CMS and FDA 21 CFR 11 regulations for electronic records.
By using voice biometric identity verification to collect and store customer signatures, your agents will be able to finalize more customer transactions, as the waiting period will be eliminated. And customers will love the simple and secure process.
Contact center fraud is a major problem that enterprises everywhere are struggling to mitigate. Research shows, for instance, that 30 percent of cross-channel fraud is conducted through social engineering attacks in call centers. This is a method of hacking that involves assuming someone else’s identity in order to convince a live agent into surrendering account information over the phone.
This is especially common in the financial services industry, where sensitive information is often protected through outdated security methods like passwords and security questions.
So, how can you eliminate fraud in your contact center? As explained in a recent video from VoiceVault and its interactive voice response (IVR) partner Enacomm, voice biometric identity verification has emerged as a proven solution that contact centers can use to stop fraudsters dead in their tracks.
How does this verification process work? As an example, Enacomm’s IVR solution, Eva, now uses voice biometrics software to authenticate end users over any type of phone (this includes mobile or landline/VoIP). When an end user dials into a contact center, he or she is greeted by an automated agent who then asks the customer to repeat a series of four numbers. Upon repeating the correct numbers, the caller is allowed to proceed with his or her transaction. If, however, there is a discrepancy, the caller is denied access.
Eva also allows call center representatives communicating with customers via text message to send talkback links—links to a mobile Web browser for authentication—so a call is not always needed. This saves time for the customer.
Are you interested in learning more about how your contact center can use VoiceVault to reduce fraud in your contact center? Click here to go to our section for developers.
There has never been a more exciting time to be a part of the rapidly-evolving voice biometrics industry. As Senior Analyst of Opus Research Dan Miller explained during a Feb. 19 webinar titled “Voice Biometrics in a Multi-Modal Future,” which our own Executive Vice President Julia Webb took part in, there has recently been exponential growth in regard to the implementation and enrollment of voice biometrics across many different verticals.
What’s driving this growth? There are a few reasons according to Miller: the technology has proven to be effective, it’s highly scalable and it’s ideal for use in mobile applications. Voice biometrics, for instance, don’t require expensive fingerprint sensors, which means they can be deployed a wider variety of devices. Every mobile device, after all, comes with a built- in microphone.
“What’s been amazing is to see patterns of adoption among financial institutions, government entities and telephone companies (the largest implementation happens to be at a Turkish mobile company),” said Miller. “We’re also just starting to see more growth in the North America and U.S. market.”
Miller pointed to Opus Research’s 2014 Voice Biometrics Census, which shows that the financial industry currently holds the lion’s share of voice biometrics deployments, at 32 percent. Close behind is government and public security at 31 percent. Telecommunications account for 12 percent of total deployments, while healthcare counts for 4 percent.
The webinar went on to highlight several important issues and challenges currently happening in the industry. Here are some key takeaways:
Privacy is still a challenge: The voice biometrics industry is still struggling with privacy concerns due to the fact that many people are concerned about the collection and storage of sensitive biometric information. It’s critical, as Webb explained, to obtain customer or citizen consent before engaging in the practice.
“That can be accomplished through a conversation with a call center agent, with an IVR or presented in-text in a mobile application” she said.
In some countries, it’s also important to provide a reason for collecting and storing biometric information. In other words, if a customer terminates affiliation with an organization, there needs to be a process in place for removing that data.
Not all voice biometrics solutions are equal: A major challenge causing problems is the environmental aspect of the technology. Just like dirt and grime is a problem for fingerprint biometrics sensors, voiceprints can be clouded by surrounding noises. It pays, therefore, to invest in a solution that is capable of operating in an audibly challenging environment.
The user experience is still key: A voice biometrics solution ultimately needs to be user friendly in order to be widely implemented and used. Voice biometrics make it possible to verify end user identities without having to type in long, cumbersome passwords. This creates a much better user experience, which means more people are liable to use it across the enterprise.
Over the summer former Microsoft CEO Steve Ballmer made headlines when it was purported by his lawyer that Ballmer’s digital signature was forged to authorize a transaction for over $5 million from a financial consulting firm hired during the initial planning stages of his bid to purchase an NBA team. Now, Ballmer is fighting to clear his name from the transaction and prove that his signature was used without his consent.
The case is a clear-cut example of the risks faced by companies that rely solely on easy-to-imitate digital or ink-based signatures to verify transactions. In this case, if the financial consulting firm had taken multiple approaches to security and used a voice biometric e-signature as well as a digital one, Ballmer’s sign-off could be double-checked for authenticity with a voice recording.
As VoiceVault, a leading global provider of voice biometric identity verification solutions, explains in a video on voice e-signatures, voice biometrics can be used to capture a legally binding agreement with a customer. The technology is recognized as establishing lawful accountability under the U.S. E-Sign Act, HIPPA/ CMS and the FDA 21 CFR/ 11, which are guidelines for collecting and storing electronic records and e-signatures. Voice biometrics can be used, therefore, in a variety of industries in which customer identity must be verified for authorization purposes.
The great part about a voice biometric e-signature is that it’s quick, easy to set up and highly accurate. To create one, a customer simply has to go through a 15-second enrollment process on the phone with a sales agent, or through an automated process. Once the customer’s voice identity is established, it can be used to sign off on documents and verify future transactions.
The benefits extend beyond basic identity verification, too. Voice biometrics offers increased closure rates and reduced agent follow-up time, and requires no specialized hardware or infrastructure upgrade on the part of a company.
Are you interested in learning more about how a voice biometric e-signature can help your company reduce costs and mitigate the likelihood of customer identity impersonations? Click here.
In this new interview during Money 20/20 2014 with Mobile ID World, Julia Webb, VoiceVault’s Vice President of Sales and Marketing, discusses how voice biometrics is utilized as an alternative to cumbersome passwords for identiy verification within mobile apps. VoiceVault’s ViGo provides the same level of security as fingerprint technology without the use of any specialized hardware; all a device needs is a microphone.
Imagine the madness of a morning commute to work. You have a coffee in one hand and your cell phone in the other. You really want to stop to check the balance of your bank account, but you can’t stop for even one second.
As pointed out in a recent short video on the VoiceVault site, entering passwords on the go can be a real pain. This can be very difficult, and can often lead to getting locked out of your account. But when you use ViGo by VoiceVault, all you have to do is enter a short phrase and you will gain access to your account.
Here are a few examples of common phrases that you can select to speak over your mobile device:
VoiceVault knows me by the sound of my voice
Musicians often play instruments in a group
People carry umbrellas when it is raining
There are twenty four hours in a day
Ice and steam are different forms of water
The Olympic games are held every four years
Voice biometric identity verification is a secure, standardized and simplified way that you can protect your information without having to remember lengthy passwords that contain upper and lower-case numbers, numeric symbols and special characters. In fact, you don’t even have to remember a phrase. The software is built to register a user’s voice when it is spoken, which makes it hack-proof and easy to use.
Learn more about ViGo by VoiceVault and watch the video today:
Now that the dust has settled from a very successful SpeechTEK event for us in New York, we can share with you an interview with our VP of Sales and Marketing, Julia Webb.
In the interview, you’ll hear Julia talking about how we’re promoting the use of voice biometrics for identity verification and also, crucially, how VoiceVault is supporting mobile app development initiatives. Something we are very proud of.