call center

STC Announces Improvements to VoiceKey Platform

STC Announces Improvements to VoiceKey Platform

“…STC Head of Product Development Sergei Chekhovskikh said that solutions based on the platform ‘are relevant for financial organizations, insurance and telecom companies, as well as a variety of firms that utilize remote customer services.’” STC Group has announced an upgrade of its VoiceKey speaker identification platform for call center applications. The system now features…

Citi Reaches Voice Biometrics Enrollment Goal Ahead of Schedule

Citi Reaches Voice Biometrics Enrollment Goal Ahead of Schedule

“Citi says it has reached its goal of getting a million customers to enroll in the voice authentication program about two months ahead of schedule…” Citibank has now brought voice authentication to a million customers in the Asia Pacific region, the bank has announced. The system operates via the bank’s call-in lines, passively identifying customers…

Consumers Like Call Center Voice Recognition, Too: NICE Survey

Consumers Like Call Center Voice Recognition, Too: NICE Survey

A rising number of organizations have been enjoying the administrative benefits of voice-based authentication in the contact center, but new survey data is now affirming that customers like it, too. The data comes from enterprise software provider NICE, which surveyed 900 customers across India, Indonesia, the Philippines, Singapore, Hong Kong, and Australia. Announcing its results,…

Pindrop Gets Major CUSO Deployment

Pindrop Gets Major CUSO Deployment

PSCU has become the first credit union service organization (CUSO) to implement Pindrop’s call analytics system into its call center. Pindrop’s Phoneprinting platform assesses 147 different metrics connected to a given call, from the kind of device being used to make the call to its geographic location, in order to detect potential fraud. It’s able…

NICE Announces Upgraded Voice Authentication System

NICE Announces Upgraded Voice Authentication System

NICE has announced an enhanced version of its Real-Time Authentication solution. The platform is designed to offer natural voice recognition for call-in center applications, identifying customers in an entirely passive manner, without the need to go through tedious security questions and passcodes. The platform received the 2016 Kachina Award from Saddletree Research last autumn, and also…

Citi Brings Voice Authentication to Indian Customers

Citi Brings Voice Authentication to Indian Customers

“The launch of the system in India follows recent deployments in the Philippines and Malaysia…” Citibank has brought its voice-based authentication system to India, the bank has announced. The system identifies customers calling the bank’s phone lines via voice biometrics, rather than through security questions or PINs. The aim is to improve the customer experience…

NICE Recognized for Call Center Voice Authentication Solution

NICE Recognized for Call Center Voice Authentication Solution

NICE Ltd. has received a plaudit from Saddletree Research, a veteran-owned market research firm specializing in the North American contact center market. Saddletree has bestowed NICE with its 2016 Kachina Award for its use of biometric authentication technology. The Kachina Award “recognizes outstanding innovation and market leadership as determined by a panel of independent contact center…

Interactions, LLC Announces New Caller Authentication System

Interactions, LLC Announces New Caller Authentication System

US-based Interactions, LLC has announced a new caller authentication system based on voice biometrics. It’s now part of Interaction’s Intelligent Virtual Assistant platform. In a statement announcing the system, Interactions emphasized the system’s ease of deployment, noting that it’s a cloud-hosted service with no need for additional hardware. The company also stated that on average…

Citi Brings Voice Authentication to Philippines

Citi Brings Voice Authentication to Philippines

“The Philippines debut of the system follows soon after its launch this August in Malaysia, with Citi having previously indicated its aim is to become the first bank to roll out voice authentication across the entire APAC region.” Citibank has brought voice-based authentication to the Philippines, reports BusinessMirror. The bank has launched such a system for…

TIAA Heeds Call of Voice Authentication

TIAA Heeds Call of Voice Authentication

Another financial services company has embraced voice biometrics for customer authentication. TIAA, a financial services company servicing the academic, cultural, government, medical, and research sectors, with a strong focus on services relating to retirement, has announced that the technology is now available “to most TIAA retirement participants,” according to a statement. As in many other…

Citibank Malaysia Launches Voice Authentication System

Citibank Malaysia Launches Voice Authentication System

Citibank has become the first bank in Malaysia to launch a voice recognition system for customer authentication, reports the New Straits Times. It’s part of Citi’s ambitious plan to become the first bank to enable such a system throughout the entire APAC region, having already deployed the technology in Taiwan, Hong Kong, Singapore, and Australia. Speaking…

Barclays Bringing Voice Authentication to All Customers Calling In

Barclays Bringing Voice Authentication to All Customers Calling In

“The voice authentication system acts as a replacement for passwords and security questions, and thus should help to cut down call times.” Barclays is enabling voice authentication for all customers calling in to its phone lines. It’s an expansion of a pilot project first undertaken in 2013, when Barclays became the first bank in Europe…

Swisscom Emphasizes Security of Voice Recognition

Swisscom Emphasizes Security of Voice Recognition

One of Switzerland’s biggest telecoms is embracing passive biometric authentication for its customers. Swisscom has announced that starting early this month, customers calling in to the company will be identified by their voices. While voice recognition is increasingly being used as a means of passive identification that can help to improve the customer experience, in…

CallMiner Upgrades Speech Recognition Tech

CallMiner Upgrades Speech Recognition Tech

CallMiner has announced a major upgrade of its CallMiner Eureka system. The company says its flagship platform, which is designed to automatically transcribe speech, is now somewhere between 80 and 90 percent accurate in recognizing words, can perform ten times faster than real-time, and is compatible with more than 20 languages and dialects. The upgrade…

Voice Biometrics Month 2016: The Roundup

Voice Biometrics Month 2016: The Roundup

As the end of May approaches so we must bring to an end Voice Biometrics Month 2016, our four-week featured focus on voice and speech recognition technologies. Throughout the month we explored topics regarding the contactless modality in our featured articles section, reported all the most important voice authentication news, and brought together the industry’s…

WEBINAR: Voice Biometrics in a Hyper-Connected World

WEBINAR: Voice Biometrics in a Hyper-Connected World

Today, May 25, 2016, marked the webcast of FindBiometrics’ latest webinar, Voice Biometrics in a Hyper-Connected World. Moderator Peter O’Neill, president of FindBiometrics, welcomed back Dan Miller, founder and lead analyst of Opus Research, to present his latest research on Intelligent Assistant and Intelligent Authentication technology before joining an expert panel—Emilio Martinez, CEO, AGNITIO, and…

DBS, OCBC Announce Voice Authentication Plans

DBS, OCBC Announce Voice Authentication Plans

Singapore’s DBS and OCBC banks have announced that voice authentication is in the pipeline for their call centers. As Singapore Business Review reports, OCBC has already launched a voice biometrics system for some of its customers, suggesting an expansion is on the way for later this year; DBS, meanwhile, is aiming to launch such a system…

Citibank Announces Voice Authentication for Taiwan Call Center

Citibank Announces Voice Authentication for Taiwan Call Center

Citibank Taiwan is launching a voice recognition system for its customers this week. Starting tomorrow, clients will be able to sign up so that they can be passively identified using voice recognition technology when they call in to the bank’s call center. It’s a move expected to improve efficiency on the bank’s part, with Citibank…

Voice Biometrics Month 2016: The Primer

Voice Biometrics Month 2016: The Primer

May is Voice Biometrics Month 2016 at FindBiometrics, so for the next four weeks we will be examining the hands-free modality in our featured articles section, culminating with an expert webinar on the topic: Voice Biometrics in a Hyper-Connected World. In order to get things started, we’ve put together a voice biometrics primer to familiarize…

Pindrop Extends ‘Phoneprinting’ Tech to Voice Response Environment

Pindrop Extends ‘Phoneprinting’ Tech to Voice Response Environment

Pindrop, a company specializing in call-based fraud prevention, has announced a new platform to complement its flagship Fraud Detection System. Called IVR Anti-Fraud, the system brings Pindrop FDS’s “phoneprinting” technology to the interactive voice response (IVR) setting. According to Pindrop, IVR—that purgatory between calling a business and reaching a service agent—is where 60 percent of…

Australian Taxation Office Brings Voice Recognition to Mobile App

Australian Taxation Office Brings Voice Recognition to Mobile App

The Australian Taxation Office has expanded its use of voice recognition. The system was first implemented last year for the ATO’s call center, using voice biometrics to identify enrolled callers passively as they spoke. The system went on to see about 1.5 million enrollments since its deployment, and has reportedly cut call times by 40-45…

Manulife Implements Nuance Voice and Speech Recognition

Manulife Implements Nuance Voice and Speech Recognition

Canadian financial services firm Manulife has implemented a speech and voice recognition system for customer identification. In doing so Manulife says it has become the first company in Canada to introduce both natural language understanding and voice biometric technologies in one system, which it calls an interactive voice response (IVR) system. The new IVR system…

Verint Leverages Voice Biometrics in Enterprise Packages

Verint Leverages Voice Biometrics in Enterprise Packages

Customer engagement and digital security developer Verint Systems Inc. has announced improvements to its authentication and anti-fraud system. Called Verint Identity Authentication and Fraud Detection, the platform uses voice authentication to effectively replace archaic question-and-answer systems. The advantage to the customer is, of course, convenience, allowing fast and easy authentication. For the organizations employing the…

Australian Tax Agency Uses Nuance Tech to Identify Callers

Australian Tax Agency Uses Nuance Tech to Identify Callers

Technology from Nuance Communications in enabling Australia’s first voice biometrics call center deployment, the company has announced. The system has been implemented by the Australian Taxation Office (ATO). Installed in collaboration with network services company Optus, the voice biometrics system completed its first phase back in September of last year, when Nuance’s VocalPassword was implemented…

Nuance Brings Voice Recognition to Eastern Bank Callers

Nuance Brings Voice Recognition to Eastern Bank Callers

America’s oldest and biggest mutual bank is adopting voice biometrics for caller identification. Eastern Bank has announced that Nuance Communications will be providing voice recognition technology for its call-in system so that callers’ identities can be authenticated passively as they talk. The voice recognition technology will replace the bank’s old security question system, and was installed…

Pindrop Wins Patent for “Phoneprinting” System

Pindrop Wins Patent for “Phoneprinting” System

Pindrop Security has won a patent for its Phoneprinting system, the company has announced. USPTO Patent No. 9,037,113 has been awarded for the anti-fraud caller authentication system. The system is essentially meant to catch fraudsters calling into organizations like banks and the like. Its technology analyzes 147 distinct aspects of a phone call, looking at…

Caller Authentication Moves To Handsets

Caller Authentication Moves To Handsets

A new multi-factor  caller authentication system could be a major tool in protecting call centers from fraud. The system, made by Authentify, is called Authentify xFA SecureCallCenter and is an SDK aimed primarily at financial institutions for integration with their mobile apps. Essentially, the system routes caller authentication through the caller’s mobile device. The customer…

Presence IVR Module Uses Voice Authentication

Presence IVR Module Uses Voice Authentication

Presence Technology, a company specializing in call and contact centre solutions, has announced some upgrades to its IVR (Interactive Voice Response) module. The solution now offers support for voice applications adhering to VXML 2.1 and MRCP 2.0 standards. Speaking in a press release, the company’s Director of Product Management, Alfredo Gonzalez, emphasized the importance of…

Investors’ Ears Perked for Voice-Based Anti-Fraud Company

Investors’ Ears Perked for Voice-Based Anti-Fraud Company

Pindrop Security has announced the closure of a very successful round of financing. The company, which specializes in voice authentication and phone fraud prevention, raised $35 million in its Series B financing round. The company says it’s “one of the largest Series B rounds in the history of the security industry,” and credits investor interest…

Voice Month: 5 Unique Applications of Voice Biometrics

Voice Month: 5 Unique Applications of Voice Biometrics

It’s week three of Voice Month here at FindBiometrics in which we are exploring the world of hands free authentication through our featured articles and upcoming webinar. If you’ve read our previous featured articles on voice biometrics, you will have likely come to the conclusion that the modality of the month is nothing if not…

Voice Month: The Place For Voiceprints

Voice Month: The Place For Voiceprints

The Sound of Your Voice Voice recognition is becoming an incredibly popular biometric authentication method thanks to the spread of connectivity and the gradual shift to a post-password paradigm. As we explored in last week’s Voice Month primer, voice recognition can serve a wide range of applications, seeing deployment in criminal ID, on cell phones…

SpeechPro Voice Biometrics To Improve Customer Engagement

SpeechPro Voice Biometrics To Improve Customer Engagement

Voice biometrics company SpeechPro has announced that its VoiceKey has been chosen for inclusion in Innovation Exchange from Aspect Software. Innovation Exchange is a marketplace for applications that improve customer engagement and increase contact center efficiency. “Enterprises carry a heavy burden of balancing high security, fraud protection, while simultaneously enhancing customer experience,” says Mike Moors,…