Powering Security and Easy Authentication in a Multi-Channel World
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Powering Security and Easy Authentication in a Multi-Channel World

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From Voice Biometrics Conference San Francisco (May 8-9, 2013),

From Voice Biometrics Conference San Francisco (May 8-9, 2013),

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  • 1. © 2002-2013 Nuance Communications, Inc. All rights reserved. Page 1Voice Biometrics100m+ SuccessfulAuthenticationsBrett Beranek, Solutions Marketing Manager
  • 2. © 2002-2012 Nuance Communications, Inc. All rights reserved.2Nuance Leadershipmobile transactionsannuallySuccessful voice biometricverifications in 2012in virtual agentdeploymentsWeb conversationsand growingVoiceprints in useby our customerssolution expertsworldwideconversational interactionshandled per yearand only virtual assistant thatspans IVR, Mobile, Web and morein FY12 revenue with 28%CAGR FY 06-12
  • 3. © 2002-2012 Nuance Communications, Inc. All rights reserved.3One Credential for Multiple ApplicationsCentralizedVoice ProfileSecure mobileapp authenticationSecure contactcenterauthenticationAutomatedpassword resetSecure high-risk creditcard transactionSecureweb paymentsSecure employee toemployee ID validation
  • 4. © 2002-2012 Nuance Communications, Inc. All rights reserved.4Highlighted Voice Biometric DeploymentsFinancial Institutionshttp://www.computerweekly.com/news/2240179218/Barclays-streamlines-phone-banking-with-voice-biometricshttp://www.zdnet.com/au/nab-touts-voice-as-superior-biometrics-over-fingerprints-7000007637/http://www.cio.com/article/686441/2011_CIO_100_How_Three_Companies_Are_Using_IT_to_Rethink_Consumer_Serviceshttp://voicebiocon.com/2013/03/12/nuance-targets-password-reset-technology-for-small-and-mid-sized-businesses/http://www.bloomberg.com/apps/news?pid=newsarchive&sid=aF9oH5v36.Mohttp://security-today.com/articles/2010/05/12/israeli-banks-voice-biometrics.aspxhttp://security.networksasia.net/content/indonesias-bni-deploys-mfa-password-reset-easehttp://www.businesswire.com/news/home/20100415005768/en/Top-3-Israeli-Banks-Roll-Customer-Facing
  • 5. © 2002-2012 Nuance Communications, Inc. All rights reserved.5Highlighted Voice Biometric DeploymentsTelcomhttp://enterprise.alcatel-lucent.com/private/active_docs/customer_references/SS_NA_MTS_Allstream_Consulting_screen.pdfhttp://www.computerworld.com.au/article/186527/austar_outfoxes_its_rival_biometrics_solution/http://www.speechtechmag.com/Articles/?ArticleID=67963http://www.turkcell.com.tr/c/docs/announcements/announcements_20120302_GlobalBilgi_Voice_bio_and_satisfaction.pdfhttp://voicebiocon.com/2012/07/13/making-inroads-into-eastern-europe/http://www.algotech.eu/news/news.html/8_170-t-mobile-as-the-first-in-poland-has-launched-a-voice-biometrics-based-service/2
  • 6. © 2002-2012 Nuance Communications, Inc. All rights reserved.6IVR Authentication ExampleREAL WORLD DEPLOYMENT EXAMPLES■  Over 97% successful authentication rate■  70% of their customer base enrolledwithin 6 months of launch■  Reduced AHT by over 22 seconds■  Reduced call center fraud over PIN-basedauthenticationKEY DEPLOYMENT STRATEGIESOpt-Out Enrollmentall callers are sent throughthe authentication processAll callers are asked for asecond authenticationfactor, in this case asecret date with a hintAgent incentives wereprovided incentives toenroll callers.
  • 7. © 2002-2012 Nuance Communications, Inc. All rights reserved.7TD ID&V ProcessREAL WORLD DEPLOYMENT EXAMPLESSpeak PhoneNumberProvideSecret DateTwo-Factor authentication processcompliant with FFIEC Guidelines
  • 8. © 2002-2012 Nuance Communications, Inc. All rights reserved.8Marketing voice biometricsto their customers, TDWaterhouse differentiatestheir services from theircompetitors and gains acompetitive advantage.
  • 9. © 2002-2012 Nuance Communications, Inc. All rights reserved.9Use of Voice Biometricsin Advertising by Telcos
  • 10. © 2002-2012 Nuance Communications, Inc. All rights reserved.10REAL WORLD DEPLOYMENT EXAMPLES•  Improved Customer Experience: 93% ofcustomers scored system at least 9 out of 10for speed, ease of use and security“Our people love it, ourCustomers love it and it isdelivering improved cost toserve.”Pete MilehamVice President, BarclaysCall Center Authentication Example
  • 11. © 2002-2012 Nuance Communications, Inc. All rights reserved.11Agent AuthenticationPersonalized ServiceCarol FosterAccount No: 4756-95786ID Verified"Account Holder:Transfer Amount:Transfer to Account:$10,00026-798-11
  • 12. © 2002-2012 Nuance Communications, Inc. All rights reserved.12Fraudster DetectionKnown FraudsterDetectionFraudsterXID VERIFIED"
  • 13. © 2002-2012 Nuance Communications, Inc. All rights reserved.13“For the employee, FastReset eliminates the frustration of forgottenpasswords and security questions, which we’ve all experienced. And forthe organization it cuts costs by automating the process, allowing thehelp desk team to focus on more complex call types. It’s really a win-winfor all of us.”Don Westermann, CTO, Eastern Bank
  • 14. © 2002-2012 Nuance Communications, Inc. All rights reserved.14Why VB for the Mobile App?■  Increase self-serve usage by reducingauthentication failure rates■  Add self-serve high-risk transactioncapabilities■  Enroll customer voiceprints for usewithin other channels  
  • 15. © 2002-2012 Nuance Communications, Inc. All rights reserved.15
  • 16. © 2002-2012 Nuance Communications, Inc. All rights reserved.16VB for the Web - illustratedUsername + Password =1st Factor of authenticationOut-of-band Phone =2nd Factor of AuthenticationVoice Biometrics =3rd Factor of Authentication“Yes, I authorize thistransaction”
  • 17. © 2002-2012 Nuance Communications, Inc. All rights reserved.17More  Secure  than  Alterna/ves  
  • 18. © 2002-2012 Nuance Communications, Inc. All rights reserved.18Why are EnterprisesDeploying Voice Biometrics?■  Customers Love It!–  Improved  customer  reten/on  –  New  customer  acquisi/on  ■  VB security benefits are proven–  Consistently  reduces  fraud  over    PIN,  password  or  Q&A  ■  VB financial benefits are compelling–  Improved  self-­‐service,  reducing  call  center  costs  –  Increased  revenue  (with  agent  handled  calls)    
  • 19. © 2002-2012 Nuance Communications, Inc. All rights reserved.1990%prefer voicebiometrics overalternativeauthenticationmethods
  • 20. © 2002-2012 Nuance Communications, Inc. All rights reserved.20More Secure than Alternatives
  • 21. © 2002-2012 Nuance Communications, Inc. All rights reserved.21Key  Benefits  for  the  Enterprise  Reduced Calls to the Call CenterReduced Average Handle Time (AHT)Increased Revenue Through Higher Upsell Close RatioIncreased Customer Satisfaction –Improved Customer Retention and New Customer AcquisitionIncreased Agent Satisfaction – Reduced Employee TurnoverReduced Fraud
  • 22. © 2002-2012 Nuance Communications, Inc. All rights reserved.22Voice BiometricsEasy - Secure - Cross-Channel Authentication