IVR

Convergys, a vendor of relationship management products, has announced the availability of a platform-independent On-Demand Voice Authentication product, which Convergys (News - Alert) clients and non-Convergys clients can implement by enrolling the voice signatures of their customers and employees.

Included in this product is voice biometric security from the Voice Signature Service provided through Convergys' partnership with TradeHarbor.

The idea is that upon enrollment, companies can authenticate agent-assisted and consumer transactions more securely than with a traditional ID + PIN authentication. Convergys officials describe it as a "no-capital expense deployment," touting its pay-as-you-go model.

Nancy Jamison, president and principal analyst, Jamison Consulting, has noted that government regulations requiring authentication, "coupled with the growth of identity fraud," are increasing demand for security products with features like voice authentication. According to Convergys officials, a person's voice signature is as unique as a fingerprint and can be used in legally binding documents and contracts if allowed by applicable law.

"Today voice authentication is a competitive differentiator because it is new. However, with the increase in online transaction activity and increase in mobile device use, voice authentication will quickly go from being a nice-to-have to being a must-have for companies that want to retain their customers," says Bill Livingston, vice president of services architecture and deployment, TradeHarbor.

A week ago TMC's Patrick Barnard reported that IP Integration, a systems integrator operating in the UK, is now reselling Convergys’ Interactive Voice Response voice portal and speech automation products to the UK contact center market.

Barnard, who recently returned to TMC after a career change as a rodeo clown didn't quite work out, wrote that IP Integration "reportedly has strong track record of developing CTI (News - Alert) middleware and designing, developing and delivering contact center applications." The vendor sells contact center systems primarily to companies operating in the retail market, including brands in travel and gaming in the UK, as well as the public sector.