Identity fraud is a serious threat to businesses and consumers. Contact centers try to prevent fraud by verifying known facts about the customer such as E-mail ID, date of birth. However, in order to stop fraud, an authentication and fraud detection solution activated the moment a call is made up to when the caller speaks to the contact center agent, is required.
To serve this need, Nuance Communications has joined hands with TRUSTID, a specialist in contact center authentication technology, to provide solutions that will enable contact centers to enhance their customer authentication capabilities and prevent fraud. Both the Nuance and TRUSTID systems are fully equipped to fight fraud. These solutions help reduce the time contact center agents spend on customer requests and queries.
The voice biometrics solutions developed by Nuance are able to find the identity of a person by detecting certain characteristics unique to the voice called voiceprint. Voiceprint can be used by contact center agents to confirm the identity of a caller. Since this method is less intrusive and less time consuming than asking security questions, contact centers are increasingly deploying voice biometrics-based systems.
Similarly, the TRUSTID solution leverages proprietary real-time telephone network forensics technology to determine calls trustworthy or untrustworthy, and easily detect if a caller is the legitimate person or fraudulent.
When the Nuance and TRUSTID solutions are used together, the average handling time (AHT) can be reduced, in addition to boosting security cost effectively. The combined solution can be used by contact centers of large enterprises in the financial and telecommunications sectors.
Recently BigHand’s voice productivity technology was offered with Olympus professional digital recorders as a bundled solution. The BigHand speech recognition functionality features Nuance’s Dragon NaturallySpeaking Server SDK hosted in BigHand’s secure cloud infrastructure and embedded within the BigHand Professional Edition technology.