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May 11, 2009

Convergys introduces voice authentication system

The web services interface claims to deliver voice authentication in conjunction with web and mobile device applications

By CBR Staff Writer

Convergys, a provider of relationship management systems, has introduced a platform-independent on-demand voice authentication system.

Convergys clients and non-Convergys clients can implement this system by enrolling the voice signatures of their customers and employees. Upon enrollment, companies can authenticate agent-assisted and consumer transactions securely than with a traditional ID + PIN authentication, said Convergys.

Included in this system is voice biometric security from the Voice Signature Service provided through Convergys’s partnership with TradeHarbor, a provider of voice authentication web services.

Convergys has a voice authentication deployment framework that includes an operations and administrator interface to provide a total enterprise system for managing deployments, adjusting security thresholds and generating reports. In addition, any company can access Convergys on-demand voice authentication via an API or web services from an existing IVR/Voice Portal platform. The web services interface delivers voice authentication in conjunction with web and mobile device applications.

Paul Watson, general manager of on-demand solutions at Convergys, said: In these economic times, our clients have been asking us for increased authentication security for their customer self-service – for both speech and touchtone applications as well as agent-assisted transactions, but without the traditional capital expenditure hurdle. Our partnership with TradeHarbor has enabled us take customer service security and convenience to a new level keeping cost efficiencies in mind.

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