Event: Beginner’s Guide to Voice Biometrics: Transforming Call Center Security and Customer Experience

Hosted by:

Ian McGuire

Matt Smallman

Thursday 20 April 2023

16:00 - 17:00 BST

Livestream

Apr

Finished

This event has finished. You can watch the event replay here:

Beginner’s Guide to Voice Biometrics: Transforming Call Center Security and Customer Experience

About the event

Voice Biometrics uses the unique properties of a speaker’s voice to confirm their identity (authentication) or identify them from a group of known speakers (identification) for fraud prevention. Voice biometrics technology and its application in contact centres have evolved rapidly over the last few years, and it is now an incredibly effective way to enhance security, and improve customer experience and efficiency.

During this webinar, you will learn about the fundamentals of Voice Biometrics, its advantages over traditional authentication methods, common use cases, case studies, future trends and considerations for implementation.

Our speakers will cover topics such as:

Definition and Fundamentals of Voice Biometrics
Call centre security challenges
Implementation of Voice Biometrics in call centres
The role of artificial intelligence and machine learning in Voice Biometrics
Privacy concerns and data protection regulations

The presentation will be followed by an open question-and-answer session where you will have the opportunity to ask questions that are relevant to your particular application.

Speakers

Ian McGuire

Ian is a Fraud and Biometrics Specialist at Nuance. He has provided insight and strategic guidance to many clients in deploying natural language call steering, speech self-service and, in particular, authentication solutions. Ian’s skill set covers the whole spectrum of speech technologies, but in recent years he has been focused on voice biometric authentication and counter-fraud solutions. He has worked with government agencies, major banks and leading telecom providers to develop customer experience, security and communication strategies for the successful deployment of their voice biometric solutions. Notable highlights include the launch of voice biometric authentication for HMRC, HSBC Group, Natwest, Lloyds, Coutts, and TalkTalk.

Matt Smallman

Matt is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.

Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible. Matt is an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.