Authenticate customers with biometrics
In these unprecedented times, contact center interactions are increasing across voice and digital channels. More than ever, Nuance biometric solutions help by automating the authentication process and cutting Average Handle Time while providing the security and convenience that customers want.
Multi-modal biometrics: Simpler, stronger customer authentication
The popularity of biometric authentication has exploded in the past few years. According to Opus Research, there will be more than half billion voiceprints alone by 2020. It's not hard to see why, as people become more and more comfortable with biometric authentication, enterprises are using multi‑modal biometrics to improve security while keeping customers happy.
Get our latest resources
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Opus Research: 2020 Intelligent Authentication and Fraud Prevention Intelliview analyst report (Open a new window)
See why Opus Research ranks Nuance as the Leader in biometric authentication and fraud prevention solutions.
Get it now(Open a new window)Biometric authentication
Secure biometric authentication:
A customer's view
What makes a customer happy? Being able to get right to their problem without having to prove who they are. With biometric technology from Nuance, customers increase their satisfaction by authenticating naturally with the sound of their voice, face or even the way they interact with the device.
Active voice (Play a video)
Authenticate your customers with a passphrase like “My Voice is my password”.
Passive voice (Play a video)
Authenticate your customers without interrupting their request.
Selfie authentication (Play a video)
Give your customers the choice of Facial Recognition on their cell phone.
Behavioral authentication (Play a video)
Continuous authentication to ensure the customer with the log in is really the customer.
Benefits
ROI from day one
Whether it's shorter call times, increased functionality or the ability to do amazing new things with your mobile apps, voice authentication can deliver from day one. It's a critical investment in security.
Secure accounts stop fraud
PINs, passwords and challenge questions are inherently insecure. Fraudsters can buy credentials online and find personal details easily on social media. Enterprises can provide two‑factor authentication with multiple biometric modalities without having to rely on unsecure PINs and passwords.
Happy customers & happy agents
Your customers want to have a choice. With multi‑modal biometrics, they can choose the authentication mode that matches their situation. On a crowded bus, it may be easier to authenticate with a selfie rather than a voice password. When customers are authenticated without having to be interrogated, both the customer and the agent are happier.
Award‑winning biometrics technology
Across industries and geographies, Nuance is recognized for its innovative biometric authentication and fraud prevention technology.
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Nuance Gatekeeper Named Best Mobile Authentication & Security Solution (Open a new window)
The GSMA awards its Global Mobile (GLOMO) Awards to those companies driving innovation in the rapidly evolving mobile industry. Nuance Gatekeeper won GSMA’s 2020 GLOMO Award for Best Mobile Authentication & Security Solution.
Heed the call of smarter authentication
49%
of users say authentication is time‑consuming and frustrating.
67%
of mobile users reset passwords at least once a month and usually reuse a password.
5X
An account takeover incident on average costs consumers five times more than for any other type of fraud.
Nuance Internal Customer Research 2016
Modalities
Voice biometrics
Voice Biometrics works by comparing a person's voice to a voiceprint stored on file. The voice is analyzed for over 140 factors against a voiceprint that is impossible to spoof or duplicate and cannot be reused if stolen. Voice biometrics can be applied to secure self‑service applications and can even listen to a conversation with an agent to provide effortless authentication.
Voice Biometrics can be Active where the user states a passphrase like "my voice is my password" which enables companies to create in-depth self‑service digital channels in an app or website that can handle secure transactions. Additionally, voice biometrics can be Passive to "listen" in the background of a conversation with a call center agent. This comparison happens in the background with no additional input from the customer and is authenticated in as little as 10 seconds.
Facial biometrics
With facial recognition the user takes a picture of themselves in real time that can be compared to a face on file. The system today can achieve high levels of confidence by overcoming facial variances and new technology will provide liveness detection where the system can easily determine if the customer is using a photograph.
Behavioral biometrics
Behavioral patterns, such as how a person types, uses a mouse, or even how they pause when accomplishing a task, create a profile of the user that can be compared to an expected profile. It excels at continuous authentication where a user is constantly compared to their profile to ensure that someone else has not hijacked the session.
Nuance IQ Magazine
How do you stay ahead of the fraudsters? Innovate
Nuance Innovation Quarterly: The Security Edition
Take a deep dive into the world of security in the contact center and beyond. Get real‑life stories from the fraud battlefield and hear tales from the pioneers of AI security.
Using voice biometrics for customer authentication
Leading financial institutions are leveraging voice biometrics to keep customers secure—and fraudsters at bay. Watch this video to hear about the benefits voice biometrics provides for your customers and your organization.
Resources
Analyst reports
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Forrester Report: Maximize the Business Value of Biometrics(Open a new window)
This report identifies prominent use cases for different biometric modalities, critical vendor selection criteria, and mistakes to avoid as you move the technology closer to production. -
CCW Digital Special Report: Contact Center Security, Authentication and Fraud Prevention (Open a new window)
Data breaches have lessened the efficacy of PINs and passwords for authenticating customers. At the same time, fraudsters are attacking IVRs and agents through the voice channel. Fight back with insights from Nuance and CCW Digital.
White paper
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Banking on Biometrics(Open a new window)
Find out what's driving the dramatic growth and adoption of voice biometrics for customer authentication -
Essential Guide to Voice Biometrics(Open a new window)
Learn more about voice biometrics technology, real‑world use cases across customer channels and three action steps to help you get started. -
Biometrics in Telecom
This Nuance and Fierce Wireless white paper explores the role of biometric authentication in the telecommunications industry. -
Biometrics Win‑Win: Reduce Fraud and OpEx While Improving CX
Aite Group and Nuance detail the role and value of biometrics in the financial services industry.
Case studies
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Banco Santander
Learn how Nuance helped a bank successfully deploy voice biometrics to replace PINs, passwords and security questions in its automated phone system. -
Bank Leumi
The First Direct Bank of the Leumi Group, one of the largest banks in Israel, is known today for its adoption of innovative advanced technology. -
Virginia Credit Union (Open a new window)
Read how Nuance voice biometrics improves the member experience and agent satisfaction.
Data sheet
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Nuance Secure Biometrics(Open a new window)
Easy and secure biometric authentication. Identity verification that customer and agents love, and fraudsters hate.
Blog
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How to kill the password(Open a new window)
Hint: it's all about biometrics.
On-demand webinars
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The real cost of fraud: Victims and tech companies fight back(Open a new window)
Hear a real‑life account from a fraud victim who lost $1M in less than 1 hour and see how technology companies are fighting back against SIM swap and other types of fraud, and learn how your organization can protect its customers. -
Securing the FI Contact Center with Javelin(Open a new window)
Examine the realities in Financial Services contact centers and why there is urgency in making technology upgrades today and not waiting for tomorrow. -
On-demand webinar with Forrester: Navigating the omni-channel fraud and authentication landscape(Open a new window)
Watch this webinar to understand how attack vectors are evolving along with the biometrics and other strategies that other organizations are deploying to defend themselves and their customers. -
Making Stronger Authentication & CX Co-exist(Open a new window)
This on‑demand webinar will show you how to make stronger authentication co‑exist happily with exceptional customer experience. -
Biometrics in Telecom(Open a new window)
Listen as Fierce Wireless, Nuance and Deutsche Telecom discuss the role of biometric authentication in the telecommunications industry. -
Financial Services: A guide to biometric fraud prevention and authentication(Open a new window)
Aite Group and Nuance detail the role and value of biometrics in the financial services industry. Watch it now.