How to Maximise Voice Biometrics Adoption – Best Practices from 25 million Enrolments

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Matt Smallman
Matt Smallman

Recorded: 23 Feb 23 - 31 watches

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​Matt Smallman introduces the Voice Biometrics value chain and shows how it can be used to understand registration (enrolment) performance. Using experience from more than 25 million registrations, Matt covered the following:

  • ​Registration versus Enrolment – The appropriate use of language
  • ​Offer and Consent – Are they different, and how to best position with users?
  • ​Managing Agent Performance – Key barriers and how to overcome them?
  • ​Managing Automated Registration Performance – How to not get in the way of the customer’s intent?

​There was an open question-and-answer session following Matt’s presentation, with plenty of useful questions relevant to different applications.


  • 01:50 - Tip 1: Every situation is different
  • 02:21 - Tip 2: Voice biometrics registration process steps and using the right language
  • 04:53 - Tip 3: Different approaches to registration
  • 07:34 - Tip 4: Different approaches to offer and consent whilst respecting user's privacy
  • 09:26 - Tip 5: Separating offer and consent
  • 10:52 - Tip 6: Choosing the right language for the offer and consent step
  • 14:00 - Tip 7: Deciding where and when to offer Voice Biometrics registration
  • 17:09 - Tip 8: Measuring registration process performance
  • 18:47 - Tip 9: Managing agent registration process performance
  • 20:43 - Tip 10: What more can you learn from "Unlock Your Call Centre"
  • 22:11 - Question: Getting agents to buy into the registration process
  • 23:53 - Question: Which situations to use agent and/or automated registration
  • 26:27 - Question: Overcoming user objections such as stealing voiceprints and faking their voices
  • 29:56 - Question: Cost per authentication
  • 30:52 - Question: Length of voice sample required for enrolment
  • 32:53 - Upcoming events


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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How to Maximise Voice Biometrics Adoption - Best Practices from 25 million enrollments

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