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Protecting Customer Data with Voice Biometrics

Angelo Gajo | March 1, 2022  | 4 minutes

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Organizations that collect and store customer data must ensure that they use best practices for data protection. Customer service entities such as contact center operations can be a stress point for the organization as contact centers need to balance the requirement to provide frictionless customer service with security over their customers’ data. Contact centers are more likely to be targeted by fraudsters. Therefore, along with the increased adoption of a remote workforce, organizations are spending more on integrating the best security practices to safeguard their organization and customers.

One of the rising cybersecurity solutions organizations are looking to integrate is voice biometrics. Voice biometrics is the technological capability of using a person’s voice to verify their identity. Similar to fingerprints, it works by simply enrolling the person’s voiceprint and attaching it to their account so that they can use their voice to verify their identity the next time they transact or access the organization’s services. This means that no one else can access the person’s account as their voiceprint is unique. 

As one of the leading voice intelligence companies, Auraya prides itself on providing secure yet frictionless voice biometric capabilities that are language agnostic and can be integrated via the cloud or through legacy on-premise solutions. Today, organizations around the world are benefiting from Auraya’s EVA Voice Biometric suite. For example, organizations with contact centers can integrate EVA Voice Biometric in multiple aspects of their business, protecting customers and employees.

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Verifying Customer Identity

Organizations can integrate EVA for Contact Centers to verify customer identity. Once enrolled, customers calling the contact center can seamlessly verify their identity with their voice. This allows for multi-factor authentication as organizations can crossmatch that the person in question has the right voice, has said the correct access number, and is calling from a trusted device. Additionally, if the customer goes through an agent, the agent can continuously check if they are still speaking with the verified customer through passive conversational authentication.

With voice biometrics, organizations do not need to manually verify customers by asking for sensitive and personal information such as the person’s address, mother’s maiden name, and so on. This also provides the ability to verify customers in the IVR, allowing for a more expanded personalized self-service offering. 

EVA for Contact Centers is available on cloud-based and on-premise contact center solutions such as Amazon Connect, 8×8, Twilio Flex, Genesys Cloud, and Avaya. Organizations today can test Auraya’s EVA Voice Biometrics capability on Amazon Connect by visiting the AWS Marketplace.

Remote Staff Login

Many organizations have opted to adapt their operations to accommodate working from home and away from the office due to the COVID-19 pandemic. Working outside the office can introduce security threats as staff will be connecting to systems from outside. This exposes the staff to potential risks such as connecting to an unsecured network or someone else logging in on behalf of them.

To combat this, organizations can integrate EVA Web for internal-facing interactions such as logging into the organization’s platform via the web browser. On top of providing their username and password or using a single-sign-on authentication, organizations can additionally request agents to speak a phrase such as their username or identification. Like in the example above, this provides another factor of authentication. 

Organizations can easily integrate this step-up security method via popular identities and access management platforms such as Auth0, Okta, and Ping Identity

By integrating voice biometrics into portal logins, agents and staff can securely log into their accounts remotely or even while at the office. This helps mitigate the occurrences of identity theft and account takeovers, safeguarding customer and organizational data.

Fraud Detection and Prevention

Another benefit that voice biometrics provides is fraud detection and prevention. While voice biometric provides secure and seamless identity verifications of customers and employees, it can also be used to crossmatch callers against a list of known and potential fraudster voiceprints in near real-time.

Auraya’s EVA Forensics enables organizations to manage and monitor voiceprints and voice biometric activities in the contact center. Through its near real-time cross-matching capability, organizations can set up on demand or scheduled reporting, allowing the system to flag suspicious activities before it is too late. With key features such as forensic analysis tools and chain of custody data retention and system integrity, organizations can stay on top of who interacts with their contact centers. 

Secure Your Contact Centers with Voice Biometrics Today!

Contact centers are evolving today and becoming more agile and mobile. Working away from the office and at home can lead to increased security risks and threats. Protect your customers, your employees and your organizations from potential fraudsters with voice biometrics before it is too late.

Integrate Auraya’s EVA Voice Biometrics suite of capabilities into your organization’s existing contact center solutions today, whether it is a cloud-based or a legacy on-premise solution.

Interested in exploring Auraya’s voice biometric AI technology? Contact us today at info@aurayasystems.com!

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