How a global CX and BPM leader strengthened contact-centre security

Embedding voice authentication and real-time deepfake detection directly into the contact-centre platform across IVR, IVA and live-agent channels.

The challenge

The operator needed to protect its contact-centre platform against two converging threats: increasingly sophisticated caller fraud, and AI-generated synthetic-voice attacks that its existing security stack could not detect. Its enterprise clients needed a consistent, scalable approach to identity assurance, without a bespoke integration for each one.

The solution

ValidSoft embedded voice authentication and real-time deepfake detection directly into the operator’s proprietary contact-centre platform, across IVR, IVA and live-agent channels. That created one consistent identity-assurance layer across the whole customer journey.

It uses ValidSoft’s Triple-Check verification model, so each interaction can validate the caller, the claimed identity and the agent:

1. Deepfake detection: is the voice real or synthetic?
2. Live voice biometrics: is the speaker the person they claim to be?
3. Agent authorisation: is the agent authorised to deliver the outcome?

The outcome

• 99.7% authentication accuracy, supporting reliable identity verification across customer interactions.
• Passive authentication in under a second, verifying identity without adding friction.
• Real-time deepfake detection, identifying synthetic-voice attacks as interactions take place.
• Global client coverage: one scalable approach across the operator’s whole enterprise client base.

The integration turned the operator’s contact-centre platform into a secure CX delivery stack, helping protect it against synthetic-voice attacks and verify caller and agent identity across every interaction at global scale.