Call Centre Security Glossary

An approach to using Voice Biometrics that requires the user to say additional utterances that would not otherwise have been required when calling or interacting with a speech service for authentication or enrolment.

The process by which a user's identity is confirmed. Requires the use of one or more authentication factors.

A step in the registration process where a user consents to enrolment in a Voice Biometric system to comply with data protection and privacy legislation.

Efficiency is a measure of Call Centre Security process performance. It represents the actual and opportunity cost of the security process, for example the costs of agent time spent on manual authentication or the missed opportunity for self-service.

A step in the registration process where specific utterances are requested from the user or previously acquired audio is used to create a Voice Biometric template (Voiceprint) for subsequent use in Authentication/Identification.

Refers to the case when during authentication a user other than the enrolled user is accepted.

Refers to the situation where during authentication a user who is the enrolled use is rejected.

Is the process by which an individual record is found in the organisation's systems of record.

Uses signalling data from a phone call either to confirm that the call originated from a device known to be in the possession of the customer (authentication) or to detect when the call has originated from a device, location or network indicative of suspicious behaviour (fraud detection).

A step in the registration process where a user is introduced to and offered enrolment in a Voice Biometric service as part of the registration process.

An approach to using Voice Biometrics that does not require the user to do anything additional to their reason for calling or interacting with a speech service for authentication or enrolment.

The process by which a user is offered, consents to, and completes enrolment in a Voice Biometric service.

Is a measure of Call Centre Security process performance. It is usually expressed as the likelihood that it allows someone who isn't who they claim to be to access the service: known as False Accept (FA).

A form of Voice Biometrics that is dependent on the same utterance used during enrolment being repeated during authentication or identification.

A form of Voice Biometrics that is not dependent on the utterance being used during enrolment being repeated during authentication or identification.

Usability is the primary performance dimension of the security process. Get it right and both security and efficiency flow, but usability is all wrapped up in human psychology. It’s a complicated subject deeply linked to behaviour, not just that of customers, but also of call-centre agents.

Voice Biometrics uses the unique properties of a speakers voice to confirm their identity (authentication) or identify them from a group of known speakers (identification).