Identity theft is a rapidly growing crime. In the US alone in 2003 it is estimated that 10 million citizens were victims of identity theft at a cost of around $50 billion. Call centres and IVR systems are particularly vulnerable as existing methods of confirming the identity of callers are insecure.

Caller Authentication from VoiceVault:

• Accurately verifies the identity of callers
• Dramatically improves call centre productivity
• Enhances customer experience

How it works

Caller Authentication seamlessly integrates with any existing IVR or Call centre System.

Typically callers are asked to speak their account number or similar. Both identification and verification can be performed against this 'spoken identifier'. If two factor authentication is required (typically in a banking environment) additional shared secret or password questions can be asked. Once verified the ID and caller is passed to a call centre agent or IVR system.

VoiceVault supports personalised shared secrets - where the caller hears their own voice asking their own personal shared secret questions. This addresses the growing threat of the internet being used to direct customers to  a 'fake' call centre where identity information is then stolen.

Cost Savings

A typical call centre handling 500,000 calls per month can save over 8,000 hours of operative time per month using VoiceVault Caller Authentication. In many cases the ROI for Caller Authentication can be substantially less than 1 year.

Software or Hosted Service

Caller Authentication is offered as both a licensed software solution or fully hosted service. In both cases implementation is straightforward and requires minimal IT resources. All VoiceVault products are backed up by 24 / 365 day technical support.

Benefits

• Accurate and reliable identity verification
• Substantial elimination of the risk of identify theft and fraud
• Flexible enrolment and verification processes
• Improves call centre efficiency by eliminating time taken by an operator verifying a callers identity
• A better customer experience
• Integrates using standard 'record and play' IVR processes
• Highly scalable

Fig. 1 - Caller Authentication using VoiceVault Server.

Fig. 2 - Caller Authentication - Hosted Service.