| Third party verification services help you | | | | differentiator with nearly two-fifths of people |
| maximize your profits by minimizing risk and help | | | | surveyed agreeing they prefer to do business |
| you protect your business against potentially | | | | with a company that provides voice verification |
| devastating regulatory fines and legal fees. | | | | solutions. After hearing an audio clip of a voice |
| Research found that despite the growth in the | | | | verification process, three-fifths of the |
| use of Internet based services, the popularity of | | | | respondents were likely to use voice verification |
| Florida call center services continues to increase, | | | | as a form of security. Sixty-one percent of |
| presenting a challenge for businesses to keep | | | | respondents feel that voice verification is a secure |
| contact center costs down while continuing to | | | | form of identity verification for phone access to |
| improve the customer experience and protect | | | | customer service data. And eighty-three percent |
| their customers' private and personal information. | | | | of respondents agreed that institutions should |
| Businesses have had to tighten security and show | | | | require different forms of identity verification |
| their customers they are implementing stronger | | | | based on the types of transactions. |
| methods of identity theft and fraud prevention to | | | | Voice verification is conceptually similar to |
| protect their brands and maintain customer | | | | fingerprinting. It is common knowledge that each |
| loyalty. The research found that of the 43 billion | | | | person’s fingerprints have unique |
| calls that US contact centers will receive in 2007; | | | | characteristics that can be used to distinguish one |
| 41 percent will involve a contact center agent | | | | person from another. It has also been proven |
| asking identity verification questions at the | | | | that each person can be identified by the unique |
| beginning of the call. Although this process only | | | | features of his or her vocal characteristics and |
| takes between 20 and 30 seconds to complete, | | | | speaking patterns. Voice verification confirms a |
| the U.S. contact center industry will spend $11.7 | | | | customer’s identity by comparing a |
| billion and more than 11,000 years of contact | | | | caller’s voiceprint to an earlier digitized |
| center agents' time in 2007 alone checking callers' | | | | recording. This new application ensures that the |
| identities. | | | | person requesting payments or other services is |
| Consumers are embracing the use of voice | | | | the same customer who began doing so in the |
| verification in protecting important personal | | | | first place. Without third party verification services |
| information. Findings from studies suggest that | | | | as another method of security, things would be |
| voice verification is viewed as a business | | | | more susceptible to breakage and other dangers. |