Experian® and VoiceVault have entered into a partnership to create a hosted, pay-as-you-go biometric identity verification service. The VoiceCheck service, secured by VoiceVault, will dramatically reduce the time and costs associated with validating contact centre callers. The new service from Experian and VoiceVault will enable the identity of contact centre callers to be securely verified in a matter of seconds by comparing callers' voices against a previously recorded voice print. By replacing the time-consuming manual verification process with a fully automated system, contact centre agents will be presented with a validated identity at the start of a call and can dedicate a greater proportion of their time to assisting callers.
Once a contact centre organisation has identified a new customer, they will be invited to register with Voice Check, typically by speaking a phrase or account number. The voice print that is created will be held on Experian's secure databases, and used to match against a caller's voice when they use the contact centre again. As the system is fully-hosted by Experian and priced on a per-check basis, contact centre clients will benefit from low set-up costs and no fixed fees. Furthermore, a number of added value components to the service also include, batch authentication services to help validate customers' identities and analysis to identify whether individual voice prints are already attributed to other identities on the database.
The voice biometric software used in VoiceCheck measures more than 130 characteristics of an individual's voice and is able to detect and prevent the use of a voice recording to gain access. It is the only biometric technology in the world that has EU Certification for Advanced Digital Signatures. By eliminating the human interaction in the re-verification of callers, it removes the possibility for a fraudster to ‘con' the agent using stolen information or for any form of collusion to take place.
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