A Reality Check on Customer Authentication

According to a recent survey by Salesforce, 80% of customers said that the experience a company provides is as important as its products or services. And 59% of respondents said that companies need cutting-edge digital experiences to keep their business.

Innovative technology energizes customers. A positive service experience inspires them. When it comes to contact center environments, this positivity and inspiration is severely lacking. Case in point — authentication.

Get Real About Authentication

The process of endless personal questions is painful. Customers can easily forget passwords and PINs. Fraudsters can easily obtain them. Agents dread those first few minutes of the call — when trying to gather personal information. Businesses, in general, are anxiety-ridden by authentication as a lack of controls inherently increases the risk of fraud.

Businesses need fresh technology to create a seamless authentication experience that’s used in conjunction with their existing IVR technology. The challenge is finding a cost-effective solution that adds value and enriches the customer experience.

Challenge the Status Quo

Active voice biometrics addresses each of these problems with a unified solution. Active voice biometrics provides a specialized text-dependent and text-prompted voice biometric authentication that easily authenticates customers in remote environments. Customers enroll their voice by repeating a specific phrase. Then, a unique identifier — a voiceprint — is created. Sensitive user information is decoupled from the biometric voiceprint, increasing the security of Personally Identifiable Information (PII).

Streamline Customer Service

Mobile operators use active voice biometrics to empower and secure each customer. It enables their clientele to self-serve, completing the secure authentication process on their own. This requires no personal or agent engagement. As a result, the customer can manage their mobile money wallet with both ease and peace of mind.

A Strong ROI

By facilitating a robust, remote authentication solution for specific interactions, companies can spend fewer man hours on interactions that require engagement with a live agent.

Elevate the Customer Journey

By including active voice biometrics in their authentication process, companies elevate the digital customer journey, ticking all the right boxes: greater security, improved customer experience and strict compliance.

Active voice biometrics is a natural enhancement to any IVR or mobile application. It’s easily integrated, and it’s flexible. Most importantly, it enriches the customer experience, enabling companies to not only meet customer expectations but surpass them.

Go Above and Beyond

Technology is only as good as its provider. Businesses aren’t just looking for sleek, automated upgrades, they’re looking for a human touch, partners committed to integrity and support every step of the way — from design to deployment.

We know there are already big names out there who have a strong presence in the space of voice biometrics. At LumenVox, we pride ourselves on our flexibility. We’re here to work for you, to tailor solutions so they meet exact needs.

LumenVox offers Active Voice Authentication on the Genesys Cloud CX platform as a Premium Application. We support two models for consumption of Premium Client Applications: Fixed Monthly Fee and User License. Purchased Premium Client Applications are invoiced by Genesys or Genesys resellers as a part of a monthly subscription fee, as a separate line item.

Watch our video here, or visit our listing in the marketplace and reach out to us directly at [email protected] to setup a demo for your clients.

This blog post was co-authored by Matt Whipple.  Matt is the Senior Vice President of Voice Biometric for Sales at LumenVox, has over 19 years of experience in the industry. He worked with industry giants Nuance and Avaya and pioneered the integration of Voice Biometrics in financial institutions across North America.

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