Voice prints: the future of contact centre security


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Everyday, thousands of people are asked to confirm or provide sensitive details so that they can make changes to existing accounts for wide and varied services. If fraudsters had access to the security questions that agents commonly ask, it would be possible for them to gain access to sensitive information, bank account details and other information that could be otherwise damaging the hands of others. Craig Pumfrey, from the security firm NICE systems, believes that ‘biometric voice print’ technology will be used as a ‘method of identity verification over the phone.’ Aside from the obvious benefits of tighter account security, this technology would also shorten the sometimes lengthy authentication process, saving both the customer and agent time (and stress.)

To read the full article, click here: http://www.techradar.com/news/world-of-tech/future-tech/voice-prints-the-future-of-contact-centre-security-1250018?src=rss&attr=all

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