Sydney, NSW Australia , October 17, 2019 — Verint® Systems Inc. (Nasdaq: VRNT), The Customer Engagement Company™, today announced that it has been recognised as a voice biometrics leader in a recent survey by Opus Research. Citing Verint’s depth of products and services, the Opus Research 2019 Intelligent Authentication and Voice Biometrics Intelliview notes the strengths of Verint’s Identity Analytics solutions that help organisations improve security and fight fraud.
The solution leverages the recording platform to strengthen security using voice biometrics to authenticate callers faster and more easily than traditional methods of authentication. In addition, it uses a multi-layered approach using voice biometrics, telephony analytics and self-service behavioral analytics to detect fraud and block repeat fraudsters.
“As customers engage conversationally with their selected brands across multiple channels, there is a growing need for customer authentication methods that are effortless, continuous and foolproof,” said Dan Miller, lead analyst and founder of Opus Research. “Verint has wisely integrated biometric analysis into its identity and speech analytics framework and its broad customer engagement portfolio.”
Described in the report as a company with global reach and “a deep understanding of customer engagement, CX, and contact center operations with significant market share and brand recognition,” Verint capitalised on its rich expertise in speech analytics, that, for decades, has improved customer experience and given insights into the voice of the customer, to now helping keep customers’ and organisations’ information safe and secure when callers engage the contact center. Verint incorporated technologies and best practices that use Identity Analytics to improve the customer experience by reducing the time to authenticate callers, and also improve operational efficiencies and significantly reduce fraud losses.
The Verint solution also includes dual screening for both identity authentication and fraud detection, and provides conversational indicators and behavioral analytics that alert agents in real time when a suspect caller might be fraudulent.
“As the Customer Engagement Company, we know it’s a delicate balance for companies to guard against fraud while keeping the customer experience positive, efficient and annoyance-free. It’s one of the reasons we continue to invest in our voice biometrics solutions—so companies can reduce fraud-related losses in a way that is transparent to the customer,” says Verint’s Nancy Treaster, SVP and general manager of strategic operations.
To learn more about Verint’s Identity Analytic solutions, click here.