Convergys Launches Voice-Authentication Solution
Convergys recently launched Convergys On-Demand Voice Authentication, a platform-independent, on-demand voice-authentication solution that provides increased transaction security. The new solution features voice biometric security provided via a partnership with TradeHarbor that enables companies to register the voice signatures of customers and employees.
According to Paul Watson, general manager of on-demand solutions at Convergys, one unique feature is that clients don’t need to buy hardware or licenses to implement the solution. “That’s the big deal for our clients and potential clients,” he says. “Without investing in infrastructure and software, they can make use of voice authentication in their [interactive voice response] applications, both speech and touchtone.”
Additionally, Watson says companies can leverage the solution for any interactive voice response (IVR) system—regardless of its provider. “We can hook right into your application,” he says. “We handle the authentication and, from there, you’re back to your application.”
The company says that its solution is unlike comparable on-demand products because it offers a Voice Authentication Deployment Framework that includes an operations and administrator interface to manage deployments, adjust security thresholds, and generate reports.
“There are other components to successfully running a [voice authentication] service and part of that is our Voice Authentication Deployment Framework,” Watson says. “It’s an operating environment as well as the administrative tools that allow you to manage the deployment.”
Additionally, companies can use Convergys On-Demand Voice Authentication for Web, mobile, and even touchtone applications. Watson says touchtone users are seamlessly transferred from the touchtone system to the Convergys system for authentication and then back again. “What we do in a touchtone application is wrap the application…and allow you to interface with our voice authentication without being a speech app,” he says. “And then you essentially are able to leverage it so it’s a speech wrapper that we create.”
He adds, “You’re sort of a speech application for a moment in time and then you go back to being touchtone. The key is that that automation is not required on the client side -- we’re taking care of it.”
News relevant to the customer relationship management industry is posted several times a day on destinationCRM.com, in addition to the news section Insight that appears every month in the pages of CRM magazine. You may leave a public comment regarding this article by clicking on "Comments" at the top; to contact the editors, please email editor@destinationCRM.com.