The document discusses an automatic password reset solution called Nuance Password Reset Application. It would help address challenges around reducing IT help desk costs, increasing security for password resets, and improving efficiency. The solution uses voice biometrics to securely authenticate users and allow them to reset their own passwords without involving IT support staff. This is estimated to save organizations over $10 per password reset on average by automating the process.

1. Automatic Password Reset (APR) Name, Title Email, Contact info

2. The Pain: Enterprise Password Challenges Challenge #1: Lower costs at the IT help desk Challenge #2: Increase security for password resets Challenge #3: Increase efficiency by enabling self-help The Solution: The Nuance Password Reset Application

3. Introducing the Employee Productivity Suite - A building block approach to introducing speech Flat File, LDAP, etc PBX/IVR Speech-Enabled Employee Directory EPS Base Unit Nuance Employee Productivity Suite EPS base unit automatically synchronizes with corporate employee directory Leverages the fact that every company has an employee directory but aren’t harnessing the true power this directory can bring.

4. EPS: The foundation for supporting speech base applications to increase organizational communications and business processes. The building blocks to simplifying communications Internal Dialer Automated Password Reset Emergency Broadcast Messaging Speech Attendant/ OpenSpeechAttendant EPS Base Unit Speech-Enabled Employee Directory

5. Increasing costs of handling very repetitive IT tasks such as employee password resets. . Legislation (Sarbanes-Oxley, HIPAA…) is requiring a more accountable IT infrastructure usually means having passwords issued at regular intervals. This leads to more and more password reset requests, overloading the IT team The need for Automated Password Reset (APR) comes from…

6. The need for Automated Password Reset (APR) comes from… Quantity of passwords constantly increasing Dramatic increase in calls to Help Desk More calls + longer call duration = additional staffing Help Desk costs are spiraling Mission critical applications require staff on 7x24 basis High turnover necessitates constant training of new agents Total cost of live agents increasing Security concerns demand much stronger caller authentication “ Approximately 30% of calls to the IT help-desk are password-related, and manual password resets cost an average of $10 to $17 each." – The Gartner Group/Frost & Sullivan

7. Speech-enabled APR The Benefits: Decrease calls to support staff Automate the tasks required to service password resets No agents…. just your voice and a phone! Easy-to-follow prompts Secure voice biometric front-end allow users to authenticate themselves and reset their own passwords Leverages your current security environment Ensures strong password policies and discipline Ensures Corporate authentication protocols are followed Integrated with password reset packages and back-end systems Very Compelling ROI!

8. APR Step by step…The Caller Experience 1 2 3 The caller dials the password reset number and is prompted to say an identifying phrase, such as a phone number or a name. Phrase can be configured to meet any corporate policy The system compares the voice to the voiceprint on file for the caller . If the voiceprint matches, the system issues a new password to the caller

9. APR how does it work? Behind the Scenes… 1 2 3 Powerful voice biometric algorithms are applied to caller’s voice, encrypting it and creating a mathematical, binary voice print that is unique to that person. This voice print serves as the “fingerprint” for that caller, using over 80 characteristics of the human voice. The caller’s voice is quickly and efficiently compared to the voice print on file, allowing users to progress further in the call flow once authorized The caller can choose which system to reset, and the appropriate connector handles the reset of the backend system, retrieving/setting the temporary password, and resetting the system at the same time. Other options such as expiry dates, strong password enforcement, and others are also possible

10. The Technology -How It Works: Enrollment Enroll password Speak 1-3 times 0 1 2 3 4 5 6 7 9 0 0 1 2 3 4 5 6 7 9 0 0 1 2 3 4 5 6 7 9 0 Provide I.D. (Acct #, policy #, 1-time PIN…) Analyze speech to create voiceprint Store in voiceprint database

11. System Connectors 60 + Connectors Most common Active Directory LDAP RSA SecureID Lotus Remedy Home grown connectors can be built

12. Speech Enabled Password Reset – the connection PSTN Phone Network Synch Triggers UNIX , Windows , LDAP Password Agent Nuance EPS Enterprise PBX/IVR Target Systems Remote Agent Proxy Server Remote Physical Site Email System Help desk Ticketing Unix,OS390,RSA HR System Directory Flat File, LDAP, etc

13. The Value of APR Dramatic cost savings in four key areas Reduced agent time spent authenticating callers Reduced agent time spent resetting PIN’s Reduced agent time spent unlocking accounts Keep entire call within the automated system Average Cost Per Call Without Automation Gartner Group, $10-13 Frost & Sullivan, $17 Average Cost Per Call With Automation < $1.00

14. ~30% of all calls to the IT help desk are password related, and manual password resets costs on average $10-$13/reset (Gartner Group) Brings down the cost to $1 Eliminate the need for IT Help Desk support for password resets ROI in less than 1 year – often in less than 6 months! Increase password security by leveraging powerful voice biometric verification technology to confirm caller identity. Removing involvement of a live agent eliminates potential security risk. Enforce legislation compliance while simplifying the process Empower employees to manage their own network password without requiring IT support Liberates IT staff to focus on more demanding service issues The results of APR Save Money 1 Improve Security 2 Increase Efficiency 3

15. Thank You

16. Quoting Questions for ROI Please list the total number of employees presently working for the company that have a need to reset passwords, unlock accounts, reset PINs, etc. How do users currently access the Help Desk to obtain assistance with a locked system? How many Live Agents currently work on the internal Help Desk assisting employees with password reset, account unlocks and/or PIN or RSA Token reset issues? What types of passwords & PIN resets and application unlocks do the Live Agents handle today? What is the total annual call volume presently handled by the Help Desk for these type of password reset / account unlocks? Please break down the annual call volume based upon specific password or PIN reset types, i.e.: Active Directory = 60%, RSA = 20%, Unix = 20%, etc What passwords types do you envision being handled by the automated password reset system? What is the estimated cost per call within your Help Desk? What type of trouble ticket system so you presently utilize to open, monitor & close calls? What types of security questions are currently being asked by the Live Attendants to security authenticate the caller prior to performing a password or PIN reset? What other Security concerns/issues do you want Nuance to address?

17. APR Connector Support Amdocs Clarify eFrontOffice (for MSFT SQL Server) BMC Remedy Action Request System CA-ACF2 CA eTrust SiteMinder CA-Top Secret Citrix SSO Email EPIC HP OpenView ServiceCenter HP-UX IBM Lotus Domino IBM Lotus Notes IBM OS/400 (AS/400) IBM RACF Kronos Workforce Central Microsoft Exchange 5.5 and 2000 Microsoft MIIS Microsoft SQL Server Novell eDirectory (NDS) Novell GroupWise Novell NetWare Bindery Novell SUSE Linux Enterprise Oracle databases (8i, 9i, 10g) RSA SecurID (Authentication Manager) SAP Sun Directory Server Sybase See complete list by clicking on the icon below