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

Hosted by:
Ian McGuire
Ian McGuire
Matt Smallman
Matt Smallman

Recorded: 20 Apr 23 - 96 watches

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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.

From this video, you will learn about the fundamentals of Voice Biometrics, its advantages over traditional authentication methods, common use cases, 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
  • Privacy concerns and data protection regulations


  • 01:37 - Introducing Ian McGuire
  • 04:32 - What is Voice Biometrics?
  • 04:45 - How does the fingerprint analogy help explain how Voice Biometrics works?
  • 08:01 - Observe - How does Voice Biometrics capture speech?
  • 12:28 - Extract - What features does Voice Biometrics look at?
  • 17:23 - Compare - How does Voice Biometrics compare speaker's voices?
  • 19:24 - Compare - What is the difference between Authentication and Identification with Voice Biometrics?
  • 22:56 - Decide - How should the probabilistic output of a Voice Biometrics comparison be used to make deterministic business decisions?
  • 24:56 - What are False Rejects and False Accepts, and why do they occur?
  • 31:40 - Why is balancing security and convenience challenging in call centres?
  • 35:03 - How do security processes impact call centre efficiency?
  • 37:29 - How is Voice Biometrics more secure than traditional call centre security processes?
  • 41:43 - What are the main ways that Voice Biometrics is used in Call Centres?
  • 42:40 - What is the traditional active or automated Voice Biometrics authentication use case?
  • 45:17 - What is the traditional passive or agent Voice Biometrics authentication use case?
  • 46:37 - What is the hybrid or passive everywhere Voice Biometrics authentication use case?
  • 50:03 - Why is short utterance enrolment the final frontier for Voice Biometrics in the call centre?
  • 51:11 - Why shouldn't you forget your digital channels when implementing Voice Biometrics in the call centre?
  • 53:14 - Why is privacy important when implementing Voice Biometrics in the call centre?
  • 56:02 - Question: What is the difference between Voice ID and Speaker ID?
  • 57:41 - Question: How does Voice Biometrics handle authentication for transgender users?


Ian McGuire
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 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.



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