HGS Partners with ValidSoft to Deliver a Secure Contact Center Solution, Powered by Advanced Voice Authentication and Deepfake Detection

Press Release: Hinduja Global Solutions (HGS)

• ValidSoft’s voice verification technology will now be fully integrated and commercially available in HGS Agent X
• Contact center solution verifies 3 key elements – boosting AI trust, identity assurance, and customer security in an agentic CX ecosystem

Bengaluru, India and Chicago, US, May 5, 2025: HGS (listed on BSE & NSE), a leading provider of solutions in digital experience, business process management (BPM) and digital media services, today announced its partnership with ValidSoft, a pioneer in voice biometric authentication and patented generative AI audio deepfake detection.

Through this partnership, ValidSoft’s industry-leading technology is now fully integrated and commercially available in Agent X®, HGS’ next-generation AI-powered agentic platform. This marks a transformative step in delivering secure, intelligent, and scalable contact center innovation for the modern customer experience.

HGS Agent X®, built to be a comprehensive digital workforce enabler, is designed to enhance employee productivity, unlock deeper customer insights, automate complex business process workflows, and deliver exceptional operational outcomes at scale.

With the integration of ValidSoft’s proprietary voice verification technology, HGS has developed a cutting-edge technology solution in the contact center segment that can verify three critical elements in every customer interaction — significantly advancing AI trust, identity assurance, and customer security within an agentic CX ecosystem:

• Is the caller a live human?
• Is the caller who they claim to be?
• Is the agent authorized to answer the call?

In a recent report, Gartner warns that by 2026, 30% of enterprises will consider identity verification solutions unreliable in isolation due to deepfakes. While the research focuses on facial recognition, voice biometrics face equal – if not greater – vulnerability. Deepfake voice tools now allow attackers to clone voices in seconds, manipulate tone and cadence, and defeat traditional voice authentication systems with frightening ease.

“As deepfake threats rise and customer expectations evolve, security can no longer be a bolt-on… it must be embedded into the very fabric of customer interactions,” said Venkatesh Korla, President and CEO, HGS Americas. “The Target Addressable Market (TAM) for this solution is simply massive – every call to every contact center, IVR and IVA must now be checked. In our search for a partner, ValidSoft was the only technology partner that met our stringent criteria for accuracy, completeness, reliability, availability, and scalability. Their patented audio deepfake detection and voice authentication capabilities are the most complete and simply unmatched.”

The integrated solution provides real-time, passive voice authentication for both customer and agent identity verification, along with cutting-edge liveness and deepfake detection, all without interrupting the flow of a conversation. The solution ensures trust, prevents fraud, and elevates the overall customer experience – all while empowering agents with the right tools and intelligence to deliver fast, secure resolutions.

Pat Carroll, CEO, ValidSoft said, “We are thrilled to partner with HGS in creating this cutting-edge contact center solution at scale. Together, we’re setting a new global standard in CX and cybersecurity – one where every voice is verified, every threat is detected, and every experience is seamless and secure. This is not a theoretical threat. We’re addressing a systemic vulnerability.”

The enhanced HGS Agent X® platform with ValidSoft technology is available to HGS clients globally from Q2 FY2025, providing organizations with a future-proof, AI-resilient solution to safeguard trust in every voice interaction.

About Hinduja Global Solutions (HGS):

A global leader in optimizing the customer experience lifecycle, digital transformation, business process management, and digital media ecosystem, HGS is helping its clients become more competitive every day. HGS’ core BPM business combines automation, analytics, and artificial intelligence with deep domain expertise focusing on digital customer experiences, back-office processing, contact centers, and HRO solutions. HGS’ digital media business, NXTDIGITAL (www.nxtdigital.in), is India’s premier integrated Digital Delivery Platforms Company delivering services via satellite, digital cable and broadband to over 6 million customers across 1,500 cities and towns.

Part of the multi-billion-dollar conglomerate Hinduja Group, HGS takes a “globally local” approach. HGS has 18,169 employees in 10 countries, including 33 delivery centers, making a difference to some of the world’s leading brands across verticals. For the year ended March 31, 2024, HGS had total income of Rs. 5,087.8 crore (US$ 614.4 million). Visit https://hgs.cx to learn how HGS transforms customer experiences and builds businesses for the future.

About ValidSoft

ValidSoft is a world-leading provider of voice biometric authentication and AI-powered deepfake audio detection. Recognized for its patented, privacy-first technology, ValidSoft enables enterprises to protect their customers and operations against synthetic fraud, identity theft, and unauthorized access – delivering the most secure voice authentication solutions available today.