Opus Research is pleased to announce Voice Biometrics Conference London 2008 -- the industry's only global gathering featuring case studies, in-depth session discussions and independent vendor analysis.
Voice Biometrics Advisory Services
Solutions Design
Enterprises are motivated to strengthen the authentication in their call centers in response to regulatory pressure (FFIEC, HIPAA, etc.), to limit identity theft and fraud losses, or to enhance the convenience and security of phone-based transactions as perceived by their customers. Once the decision to strengthen authentication has been made and the solution requirements are well defined, the primary challenge becomes designing a multi-factor authentication solution that meets the diverse needs of the business.
Solution Design
This service defines an initial solution design, based upon the converged requirements, the existing and planned call center technology and architecture, and a thorough assessment of the available caller authentication techniques including:
- Voice biometrics (pass phrases, digit strings, etc.)
- Content matching (spoken or DTMF, in-database or out-of-wallet)
- PINs or passwords
- ANI matching
- Behavioral analysis
Process
After validating that the requirements are well defined and accepted by the primary stakeholders, the primary stakeholders are polled for pre-existing solution design preferences and business case expectations. These are incorporated into an initial design for automated authentication (in the IVR) and agent authentication, with sample call flows.
This initial design is presented to the stakeholders where additional input and feedback are received. That input and feedback is used to adapt the solution design and develop the preliminary business case.
Deliverable
The deliverable for this phase is a solution design document including the following:
- Automated caller authentication design (IVR) - call flow
- Agent-handled caller authentication design - call flow
- Technical architecture for implementation
- User enrollment design, including pre-enrollment authentication
- Performance expectations
- Preliminary business case
Solution Design service typically takes four weeks to complete.
For details regarding options and pricing, please contact:
Pete Headrick
p | 1-415-904-7666
e | pheadrick@opusresearch.net
