Verint Voice Biometrics Overview
Verint Voice Biometrics is a sophisticated solution designed to enhance security, improve customer experience, and reduce fraud in contact centers. This technology is integrated into Verint’s broader customer engagement portfolio, leveraging decades of expertise in speech analytics and customer interaction management.
Key Functionality
- Passive Voice Biometrics: The solution utilizes passive voice biometrics to profile and recognize the unique voiceprints of callers. This process occurs silently in the background as calls are received, comparing the caller’s voice against dynamically updated databases of customer and fraudster voiceprints. This method ensures that legitimate customers are authenticated quickly and securely without the need for intrusive security questions.
- Dual Screening: Verint Voice Biometrics includes dual screening capabilities for both identity authentication and fraud detection. It can screen incoming calls in real time against a watchlist of known fraudster voices, alerting agents or fraud management systems when a match is detected. This multi-layered approach combines voice biometrics with telephony analytics and self-service behavioral analytics to detect and block repeat fraudsters effectively.
- Real-Time Alerts and Notifications: The system provides conversational indicators and behavioral analytics that alert agents in real time when a suspect caller might be fraudulent. This enables prompt action to be taken, enhancing the security of the contact center without disrupting the customer experience for legitimate callers.
- Customer Experience Enhancement: By minimizing or eliminating the need for traditional authentication questions, Verint Voice Biometrics helps deliver a better customer experience. It reduces the average agent handle time and contact center costs, making interactions more efficient and less frustrating for customers.
- Advanced Behavioral Analytics: The solution integrates with other Verint tools and partners, such as Intelligent Voice, to provide advanced behavioral analytics. This includes features like emotion analysis through voice stress, automated summarization of calls, and multi-lingual transcription, which enhance the overall analytics and insights available to contact centers.
- Compliance and Regulatory Adherence: For industries with strict compliance requirements, such as financial services, Verint Voice Biometrics ensures that all voice and electronic communications are captured, stored, and monitored in compliance with regulations like FINRA, SEC, and MiFID II. The integration with Intelligent Voice adds capabilities like lightweight indexing and transcription, ensuring high-quality transcription at a reasonable cost.
Key Features
- Global Reach and Multi-Language Support: Verint Voice Biometrics supports over 30 languages and dialects, making it a global solution that can be implemented across diverse customer bases.
- Automatic Voice Biometric Attribution: The solution can determine who was speaking when through automatic voice biometric attribution, adding an additional layer of security and enhancing metadata.
- Integration and Scalability: The technology is available both on-premises and in the cloud, allowing for flexible deployment options that suit various organizational needs. It integrates seamlessly with Verint’s existing customer engagement solutions, enhancing the overall customer interaction management framework.
In summary, Verint Voice Biometrics is a powerful tool that combines advanced voice biometric technology with comprehensive analytics to improve security, reduce fraud, and enhance the customer experience in contact centers. Its integration with other Verint solutions and partners like Intelligent Voice makes it a robust and versatile offering for organizations seeking to protect their customers and operations.