Nuance and TRUSTID Team Up to Bring Voice Biometrics to Contact Centers



Nuance has partnered with TRUSTID, a provider in contact center authentication technology, to help contact centers streamline customer authentication and fight fraud at the same time.

Nuance voice biometrics detects unique characteristics of a person’s voice to create a voiceprint, which is used within contact centers to confirm a customer’s identity – simply from their conversation with a contact center agent. As a result, a growing number of contact centers are replacing intrusive and time-consuming security questions – mother’s maiden name, where you went to high school, and so on – with Nuance voice biometrics-based systems.

TRUSTID’s solution uses proprietary real-time telephone network forensics technology to determine if a call is trustworthy or not. The solution validates legitimate calls while detecting calls that are spoofed, hacked and otherwise manipulated.

Used separately, the Nuance and TRUSTID systems significantly enhance security and convenience, reducing fraud and shortening the time customers and agents spend on calls. However, contact centers that use Nuance and TRUSTID in combination can see an even greater reduction in average handling time (AHT), a strengthening of security and anti-fraud measures, and significant reductions in operating costs. Nuance and TRUSTID are partnering to promote and deliver their combined solutions to contact centers within leading enterprises, including financial and telecommunications organizations.

“Like Nuance, TRUSTID is focused on using innovative and unique technology to solve big problems. Fraud is a consistent challenge for contact centers, one that has persisted for decades because countermeasures have largely relied on what the contact center knows about you,” said Robert Weideman, executive vice president and general manager for the Enterprise Division, Nuance, in a statement. “Our partnership with TRUSTID allows Nuance to provide an end-to-end solution for authentication and fraud detection – from the point a call is placed through to when the person speaks to the contact center agent.”

“Criminals are able to collect a treasure-trove of personal information from a range of public sources and, as a result, are often better at answering identity interrogation questions than the legitimate customers they are defrauding,” said Patrick Cox, CEO of TRUSTID, in a statement. “Combining Nuance Voice Biometrics with TRUSTID call validation before the call is answered, dramatically improves security and convenience and, in turn, customer satisfaction. We are very excited about working with Nuance to bring to market a combined authentication solution that is truly best in class for contact centers.”

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