January 10, 2013
Voice Fingerprints Help with Call Center Security
By Carlos Olivera
TMCnet Content Producer
NICE Systems (News - Alert) has created a voice biometrics product as a way to help with call center software security. The product, released by NICE, a provider of contact center software and prevention, is part of its Contact Center Fraud Prevention initiative.
According to the 2006 Identity Fraud Survey Report from Javelin Strategy and the Better Business Bureau, fraud totals rose all the way to $56.6 billion, ushering in the need for more protective fraud security systems. With fraudsters shifting their focus away from banks, call centers have become a more popular target.
Call Center Securities’ measure of “knowledge-based authentication” wasn’t cutting it anymore because most of the information isn’t privately kept. Entering PINs and asking questions such as “your mother’s maiden name” or “what street did you grow up on” are fairly easy answers to find on social media sites or the Internet.
“Social media represents a goldmine for fraudsters. Almost every person has a digital footprint, which can be mined for nefarious purposes. Every public and private organization needs to equip their agents and other employees with tools and best practices to prevent losses,” said Donna Fluss, President, DMG Consulting LLC.
NICE’s system is very sophisticated in the steps it takes to detect the possibility of fraud. Similar to fingerprints, a person’s voice is unique, and NICE’s new system is able to cross-reference the sound of the voice with a list known criminals and fraudsters. It’s also able to detect rate of calls coming in from a specific number or person, as well as analyze a customer’s emotion and talking patterns.
The system is also able to screen telephone numbers, alerting agents which customers are calling from blocked numbers and which ones need a more in depth authentication process. Queries in the system can also alert agents in the call center as to whether a stolen phone is being used taking security to a new level.
“Preventing fraud losses and protecting clients’ personal information are essential goals for enterprises and contact centers. Unfortunately, most agents do not have tools to help them identify fraudsters, which puts the enterprise and customers at risk,” added Fluss.
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Edited by Rich Steeves