Background
The Company is a leading supplier of cloud-based contact center solutions. They have a wide range of clients ranging in size from a few seats to several thousand. In common with most other cloud-based contact center suppliers, the call flow is developed primarily graphically using a series of functional blocks that can be built together to form logical and functional streams handling callers as required by the end client.
Customer Requirement
The company approached ValidSoft because its product management team saw an opportunity to add additional levels of flexibility and security to the palette of functional blocks that a client could employ in their call flow. In this way, a small call center of a few tens of seats could use industry-leading voice biometric technology for a fraction of the investment of a full deployment. The company’s idea was to integrate the functionality of ValidSoft’s cloud-based solution into an easy-to-use functional block, with an array of carefully crafted options, thus allowing the client to adopt ValidSoft’s voice biometrics to its full potential.
ValidSoft Solution
ValidSoft worked closely with the company in a true partnership, firstly so that the company could understand the extent of the opportunities that the solution offered and then later, to integrate the functionality into a usable and user-friendly set of options that are also easily supported across the entire company’s client base. The company has integrated both fixed phrase and passive (conversational) biometrics allowing a client to use either or both solutions in their call flows.
Benefits
The company has another powerful option to offer their clients, building on the other security and identification focus of this product management team. Most of the other components rely on a physical and statistical analysis of the inbound calling number and its origins, whereas the ValidSoft solution delivers accurate and fast authentication of the caller, providing assurance of the caller and closing a known fraud attack vector.
Two clients have recently added the ValidSoft option to existing call flows; one is a UK-based insurance broker focused on eradicating duplicate insurance agent accounts, and the other is a US bank interested in the classic voice biometric advantages of quicker authentication done more securely.
This addition to the company’s solution set allows them to offer a seamless, more engaging customer experience while also driving faster time to value for their customers and a stronger overall business case for their customers. The architecture of the solution and the zero PS deployment approach ensures that the company can deliver this innovative authentication solution at any custom size.
