Live voice conversations have the identity of the caller quickly verified, providing a better customer experience.
More than 70% of customers choose phone calls as their favorite customer service option when dealing with Contact Centers. Efforts to divert traffic to other channels which do not involve a live agent have been somewhat successful, however, the ideal customer experience appears to involve the personal touch of a phone call.
Blueworx’s Authentication Services work behind the scenes to go beyond standard knowledge-based verification, creating an innovative, multi-dimensional approach that accurately evaluates the call at every stage of the customer journey—from initiative to agent interaction. Incorporating the latest technology for voice biometrics, phone printing and tone printing, businesses can accurately evaluate every caller interaction and create a secure and optimized experience.
The foundation of authentication, ANI identification is a low risk means of recognizing ANI spoofing and opening the door to enhanced self-service opportunities.
Leverage the IVR (Interactive Voice Response) system and existing data sources to validate callers and nurture routing and self-service opportunities.
Biometric Voice Authentication
Utilize active or passive voice biometrics to dynamically identify a range of attacks including voice morphing, recorded voices and simulated voices.
Analyze over 1,300 characteristics to uncover the caller’s device, location and carrier to verify legitimate callers and deter malicious attacks.