2. Voice Biometrics, PCI, Location-Based Services, and
More!
SECURING CUSTOMER
INTERACTIONS

3. Risk, Challenge and Opportunity
Securing Customer Interactions
Risk
Fraud
Abuse
Data Integrity
Liability
Challenge
Customer Experience
Compliance
Managing Costs
Opportunity
Voxeo Technology
Aspect Technology
Qivox Technology
Integrated Cloud
Solutions
Competitive
Advantage
3

4. FRAUD COSTS
• The global cost of fraud and identity theft is
estimated to be over $200 billion per year.
(Accenture Report, 2011)
• Contact centers spend more than $12 billion
annually on agent handled security and
identification (Contact Babel Report, 2010)
4
Voice Phishing (Vishing), social engineering
attacks, fraudulent card activation, fraudulent
financial transactions, premium rate toll
fraud, employee errors and breaches

5. VOXEO SECURITY SUITE
5

6. 6
VOXEO SECURITY SUITE

7. VOICE BIOMETRICS
7

8. 8
• Static passphrase or
number
• Random numeric
• Will by definition be
language dependent
• Minimum 1.5 seconds of
speech
Text-IndependentText-Dependent
• Listen to someone
speaking and pull out
voiceprint from the
spoken voice
• Like dusting for prints
rather than having a
print-to-print
comparison
TYPES OF VOICEPRINTS

9. CAPTURE, THEN VERIFY
9
Enroll Once and Store Voiceprint
• User repeats phrases or
numbers generally at least
three times.
• Minimum 1.5 seconds of
speech
Verify Many
• Repeat enrollment phrases
• Random numeric
Text-Dependent Text-Independent
Text-Dependent Text-Independent
• Larger speech sample, at least
a minute
• May require at least 30
seconds of speech, typically
“eavesdropping” on a
conversation with an agent

10. 10
COMBINE WITH LBS FOR
GREATER SECURITY

11. Estimated Enrollees
Thousands

12. LOCATION-BASED
SERVICES
13

13. 15
LOCATION-BASED SERVICES

14. 16
USE CASES FOR LBS

15. Use Cases
17
LOCATION-BASED SERVICES
• Locate callers in inbound calls or text
messages: Bypass the “What’s your ZIP code”
step
• Store, branch, ATM, … locators
• Local information services
• 511 road assistance
• Mobile marketing (with geo-fencing)
• Workforce Management
• Fraud detection (multi-factor authentication)

16. New Services Available
• Cell-tower lookup
• Assisted GPS
Characteristics
• Works for all major carriers in US and Canada
• Lookup accuracy between a few yards and a mile
• Doesn’t work all too well indoors
LOCATION-BASED SERVICES
Status Quo (2012)

17. Coverage – As it was
19
LOCATION-BASED SERVICE

18. New Services available
• Cell-tower lookup
• Assisted GPS
• IP Location
• available for 3.4 billion connected
devices worldwide
• WiFi location (great accuracy indoors)
• Device-based GPS
• Landline location (North America)
• Global Cell ID
New Services (2013)
Location Based Services
Single API
Works with
best or
cheapest
available
method

19. Coverage – Now
21
LOCATION-BASED SERVICE

20. Types of Lookups
22
LOCATION-BASED SERVICES
• Fast
• Works on any
handset
• Moderate accuracy
• Slower
• Requires GPS unit on
device
• High accuracy

21. Landline
23
LOCATION-BASED SERVICES
• Find and verify name, address, lat/long
and telephone information for 130 million
landline phone numbers
• Covers residential, business and government
numbers, VoIP providers and non-published numbers
• Current and accurate data, updated daily
• Use cases:
• Call centers, IVR systems, security services, emergency
services, credit and collections, risk management
applications

22. Geo IP
24
LOCATION-BASED SERVICES
• Uses user’s IP address for a real-time
lookup of Lat/long, state and zip code
• Works with all types of user connections
• Non-invasive, no additional privacy disclosures
needed
• Useful in apps and mobile web application
• Localizing content and currency, personalizing
advertising, targeting special offers
• Combine with other lookup methods for multi-factor
authentication

23. Network WiFi
25
LOCATION-BASED SERVICES
• Device location based on network names
of WiFi Access Points
• Available on >189 mio WiFi access
endpoints worldwide
• Measures the received signal strength of access
points and trilaterates the position
• Accuracy is typically very good, down to 10-20 meters
• WiFi access point location is changing quickly, so
having access to a source that is up to date is
important.
• Used to “locate” users that access services from
SmartPhones & Tablets:
Fraud management, Mobile gaming, Mobile Lottery

24. Global Cell ID
26
LOCATION-BASED SERVICES
Cell tower lookup when roaming
internationally (200+ countries).

25. Problem: Geo-Location can be spoofed easily
27
What about the On-device GPS Unit?
 GPS Unit not useable for fraud detection
or multi-factor authentication
Location Spoofing
Apps available in
App stores

26. PAYMENT CARD
PROCESSING
30

27. 31
• Compliance is
EXPENSIVE
• Voxeo makes it easier
• PCI-compliant hosting
operations with Level 1
certification – the highest
level achievable
• No storage of sensitive
data
• Software ready for on-
DELIVERING SECURE TRANSACTIONS

28. Secure, PCI-compliant credit card capture and processing over the phone
Integration with major payment processors
Secured connection to existing customer-based order management backend
systems (SSL/HTTPS, VPN)
Supports touch-tone and optionally speech recognition
Multi-lingual caller interaction
Customizable greetings, prompts, application parameters
Reduced professional services costs through parameterizable template
approach
Out-of-the-box reporting on IVR usage and caller behavior
Payment IVR: General Features

29. Payment IVR Solutions
• Standalone secure payment IVR
application
• Dedicated 800#
Solution 1:
“Standalone”
• Seamless integration of secure payment
option as part of an existing IVR portal
Solution 2:
“IVR Sub-Dialog”
• Seamless integration of secure payment
option as part of a CSR interaction
Solution 3:
“CSR Transfer”

30. Standalone IVR application, end-to-end hosted by Voxeo
Dedicated phone number (e.g. 1-800-…)
• Can be owned by customer or managed by Voxeo
• Voxeo is a RESP ORG and carrier agnostic, can route around
carrier outages
Customized greeting
Solution 1: Standalone
• Standalone secure payment IVR
application
• Dedicated 800#
Solution 1:
“Standalone”

31. Identifies caller and payment through customizable
prompting
Integrates with customer’s order management
• Lookup order or payment information
• Update backend after payment transaction
(success, different failure codes)
Optional transfer to call center at end of call
Solution 1: Standalone

32. Solution 1: Diagram
IVR
Browser
PSTN
IVR
Application
Server
Payment
Gateway
SecuredConnection
Order Management
Backend System
CUSTOMER

33. Caller interacts with existing IVR portal, selects payment
option
Existing IVR transfers call to Voxeo-hosted payment IVR
A) Pass information on caller and payment via telephony
parameters (custom SIP headers, UUI field) and/or backend
call
OR
B) Payment IVR re-authenticates caller (“as if standalone”)
Solution 2: IVR Sub-Dialog
• Seamless integration of secure
payment option as part of an existing
IVR portal
Solution 2:
“IVR Sub-
Dialog”

34. Integrates with customer’s order management
• Lookup order or payment information
• Update backend after payment transaction
(success, different failure codes)
Optional transfer to call center at end of call, or
back to original IVR
Solution 2: IVR Sub-Dialog

35. Solution 2: Diagram
IVR
Browser
IVR
Application
Server
Payment
Gateway
SecuredConnection
Order Management
Backend System
CUSTOMER
IVR PortalPSTN

36. Caller interacts with CSR, needs to make payment
CSR transfers call to Voxeo-hosted payment IVR, frees
CSR for next call
A) Pass information on caller and payment via telephony
parameters (custom SIP headers, UUI field) and/or backend
call
OR
B) Payment IVR re-authenticates caller (“as if standalone”)
Solution 3: CSR Transfer
• Seamless integration of secure
payment option as part of a CSR
interaction
Solution 3:
“CSR Transfer”

37. Integrates with customer’s order management
• Lookup order or payment information
• Update backend after payment transaction
(success, different failure codes)
Optional transfer to general call center queue at
end of call, or to original CSR
Solution 3: CSR Transfer

38. Solution 3: Diagram
IVR
Browser
IVR
Application
Server
Payment
Gateway
SecuredConnection
Order Management
Backend System
CUSTOMER
PSTN

39. OPERATOR LOOKUP
43

40. Numbering API
44
• Distinguish cell phones and landline phones
• Get information about mobile carrier (carrier
name) for an MSISDN
• Works for all carriers that route calls in the US
OPERATOR LOOKUP
?

41. Early Adopter Use Cases
45
• Eliminate unnecessary IVR prompts
• Intelligent use of SMS (for notification or
authentication)
• Integration of mobile device workflows
OPERATOR LOOKUP

42. ANI VERIFICATION
46

43. Spoof Detection
ANI VERIFIER
47

44. ANI SPOOF DETECTION
48

45. ANI SPOOF DETECTION
49

46. EMERGING TECHNIQUES

47. FACIAL RECOGNITION
51

48. Customer Experience
52
One tap multi-modal biometric protection that improves
customer experience

49. • Enhance security and
convenience at the same time
• “Who you are” vs. What you
have/know
• Bi-modal vs single biometric
• Take advantages of capabilities
of the devices
• Next generation for customer
experience
Voice+Face ID can provide seamless and secure
biometric access to mobile apps
Customer Experience
53

50. • FA 0.01% and lower
for multi-modal
verification (at FR
2%)
• Patent Pending:
Liveness detection
through linking
speech and face
movement during
the utterance.
MULTI-MODAL APPROACH DRASTICALLY
REDUCES EER
Enhanced Security
54

51. Benefits
MULTI-BIOMETRIC APPROACH
• Extremely high accuracy
• Easy to use
• Easy to integrate
• No need for additional hardware
55

52. QIVOX
56

53. Introducing Q:Fraud
Reduces fraud while keeping transactions in motion
Q:Fraud detects and flags whenever a mobile communication is
suspect
UK ONLY CURRENTLY

54. • SIM SWAP
Detect SIM card swapped for ID theft
• Divert Detect
Intercepting redirected communications
• Geo-Location
Identify location of device to influence risk factors
Q:Fraud: Key Features

55. • Voice Biometrics
• Verifying identity theft, establishing gender
• USSD
• Channel removing potential for forwarded
communications within post transaction confirmation
• CLI Detection
• Detecting inbound calls that are using spoofed Caller
IDs
Q:Fraud: Key Features

56. SECURITY IN THE
CONTACT CENTER
60

57. The Power of Aspect+Voxeo
61
Security in the Contact Center
A Revolutionary
Relationship.

58. Risk, Challenge and Opportunity
Securing Customer Interactions
Risk
Fraud
Abuse
Data Integrity
Liability
Challenge
Customer Experience
Compliance
Managing Costs
Opportunity
Voxeo Technology
Aspect Technology
Qivox Technology
Integrated Cloud
Solutions
Competitive
Advantage
62

59. 63
Security in the Contact Center
Customer
Experience
Network
Intelligence
Caller
Intelligence
Agent
Intelligence
Aspect Products
Voxeo Platform
Qivox Solutions
Voxeo Cloud
Aspect Services
Making it Easy

60. Gordon Cloke – gcloke@voxeo.com
Andreas Volmer – avolmer@voxeo.com
THANK YOU!