Avtex Adds Daon’s Voice Recognition Tech to Call Center Solution

Avtex has partnered with Daon to offer voice recognition-based security to its call center clients.

The Avtex is closely partnered with Genesys, a US-based provider of customer experience and call center software, and has integrated Daon’s voice biometrics technology into the Genesys AppFoundry, a collection of software tools. More specifically, Daon’s voice recognition technology has been integrated with the Genesys AudioHook API, which will stream call audio from the Genesys Cloud CX platform to Daon’s IdentityX platform to enable real-time biometric authentication.

The aim is to help fight fraud in the call center. Daon’s voice biometrics technology – one of multiple modalities supported through its IdentityX platform – can be used to passively identify known customers, enabling authentication during a call without any need for particular actions on the customer’s part, other than conversing with a customer service agent.

In announcing the integration, Avtex Head of IP and Innovation Dave Murashige emphasized the utility of the system in the fight against Account Take-Over (ATO) fraud. “With ATO and other on-line fraud on the rise, we’re in full support of incorporating Daon’s patented voice biometric solution to deter fraud throughout our partners contact center offering,” he said.

Daon President and Chief Product Officer Ralph Rodriguez, meanwhile, emphasized the ease with which Avtex’s clients can implement the solution. “With the support of the AudioHook APIs, deployment of the Daon’s IdentityX voice biometrics can be up and running in a matter of hours, without any major changes to the call center’s existing customer workflows,” he said.

The integration, coming just a couple of weeks after the news of Daon’s partnership with Neustar, may point to Daon’s growing focus on the call center applications of its IdentityX platform. Neustar, a specialist in phone number validation, similarly sought to supplement its call center solution with Daon’s voice recognition technology.

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September 13, 2022 – by Alex Perala