ID R&D Teams with Red Box on Call Center Voice Biometrics Solution

ID R&D has teamed up with Red Box to create a solution that will make it easier for contact centers to offer voice authentication to their customers. To do so, Red Box is integrating ID R&D’s Text Independent Voice Verification system into its own Red Box Conversa platform.

Red Box Conversa is built to be an enterprise-grade voice platform that provides users with a number of different microservices. The solution will allow organizations to capture audio data in real time, without the need for extensive backend integrations to support that utility. The result is a system that is easier to deploy and less expensive than the current options.

The two companies believe that Conversa will be particularly useful for client authentication. When a customer calls in, ID R&D’s tech uses their voice to create a template, and then passively compares that voice template to one on file to verify the user’s identity. The entire process takes only a matter of seconds, and is far less time-consuming than a knowledge-based approach in which an employee confirms the caller’s identity with a series of questions. Voice authentication is also more secure, since knowledge systems can be beat if a fraudster gains access to someone’s personal information through phishing or some other means.

“Using biometrics in the contact center has been complex and expensive,” said ID R&D SVP John Amein. “With Red Box, we are lowering barriers to adoption so that more companies can benefit from biometric security and improved customer experience.”

Conversa is compatible with most leading call center platforms, including Cisco, Genesys, and Avaya. Red Box has previously leveraged Nuance’s Transcription Engine to make it easier to turn recorded conversations into data that can be analyzed.

In the meantime, ID R&D has released a new IDFraud Contact Center solution that is able to compare the voices of new users to those of known fraudsters in the account opening process. The company’s voice liveness detection tech took the top spot in the NIST’s 2019 Automatic Speaker Verification Spoofing and Countermeasures (ASVspoof) Challenge.

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October 15, 2020 – by Eric Weiss