01 F.A.Z.: „Modern Voice Biometrics - Reminding Of Open Sesame“

In a special edition on „IT Security“ dated September 22nd the German Newspaper Frankfurter Allgemeine Zeitung states: „Voice biometrices can be operated no matter where the user is, and it cannot be manipulated.“ Someone possessing a cell phone can use the up-to-date voice authentication solutions just as Ali Baba did in the fairy tale ’Open Sesame’ – and benefit from it without having to buy new hardware. „Who really has an iris scanner or a fingerprint scanner in his carry-on luggage? A phone is a must-have device nowadays. What is more, the increased speed for the verification of an identity and the fact that the whole procedure is fully automized lead to a clear reduction in costs“, is the bottom-line of the report.

The FAZ article explains the difference between text-dependent and text-independent voice authentication. For classical enterprise solutions text-dependent recognition of users are the best choice, as they can be implemented in full accordance with workers’ unions and data security experts. Otherwise users would not even know their identity was about to be authenticated. Solutions such as Password Reset per voice („established as industry standard by the biometrics specialists from VOICETRUST“) do only operate based on a pre-defined passphrase. This user can rely on the fact, that he/she cannot be identified by the software in situations they would rather not like to be identified.

02 VOICE Days plus

Which technologies do support the dialog with the customer in a call center and beyond? Strategies, solutions and success stories will be presented during the VOICE Days plus in Nuremberg on the trade fair grounds on October 6th and 7th, 2009. Past year, the convention had more than 1,000 registered visitors and more than 80 public speakers. It became Europe’s most important platform for voice solutions of all kind and workflows in call centers. VOICETRUST is not only taking part in the exhibition but also became silver sponsor of the convention 2009. We’d love to welcome you at our booth (Level 1, Booth 303)!

As our booth usually is frequented quite well, we recommend that you please make appointments with us for Nuremberg so that we can make sure to be able to spend enough time with you! Please call our hotline (089) 127 16 - 0 or send an email to voicedays@voicetrust.com.

03 Caller Identification

Call centers with inbound calls of customers can now identify the caller right away. As a consequence, the call center agents can instantly customize what to say. Just imagine a caller could be recognized and authenticated quickly and unambiguously before the server forwards the call to the respective call center agent! Wouldn’t this be an extraordinary increase in both efficiency and customer orientation?

When a customer is about to call a call center, two thoughts come to his mind: Do I have all the data I need at hand, such as my customer ID and password? And: How long will I be on hold this time? These are exactly the issues VOICETRUST addresses with this solution. Customer authentication will become faster, less expensive and more secure by means of our automatic Caller Identification.

And here is how it works: The caller states his name and the pre-recorded sentence (e.g. “My voice is my passport”). Speech recognition allows the system to look up relevant data in the customer data base. Voice recognition allows the system to verify the customer’s identity. The call center agent welcomes the customer not only by name, but already has the complete customer file on the screen. In turn, the agent can be absolutely sure to be talking to the customer himself.

This and twelve further VOICETRUST solutions can be looked up on our corporate website in detail. You may ask us for more info during the VOICE Days plus in Nuremberg!

Do you have questions or advice for us? We are looking forward to your feedback here: info@voicetrust.com.