Zero-effort authentication in customer engagement means creating a balancing act between security and convenience. That’s why voice biometrics has become the golden goose for companies looking at authentication solutions providers. Competitive enterprises are discovering how voice biometrics ensures a more secure engagement than passwords provide within voice channels, and certainly a more convenient experience for customers who have a hard time remembering their password.
This zero-effort, highly secure experience naturally leads to billions of dollars in fraud losses from which companies are saved. This fact alone sends enterprises searching for the right vendor that can produce the same kind of results for them. With the goal to give enterprise executives competitive context to understand the market of software, services and platforms for voice-base authentication, Opus Research has published the 2019 Intelligent Authentication and Voice Biometrics Intelliview Report.
As Opus looked at 13 vendors offering authentication solutions that include voice biometrics, they evaluated each vendor solution’s ability to streamline omni-channel customer authentication and stop fraudsters through all points of access. They evaluated not only voice biometrics tech but also behavioral, non-biometrics factors (device, network, channel, geography, etc.) and anti-spoofing offerings.
Opus learned that the leading vendors approach their authentication solutions with some key beliefs. Among them are:
- Zero-effort, conversational authentication is important to overcome the annoyance of PINs, passwords and KBAs
- Authentication is key, not just for security and fraud reduction, but for personalization, privacy protection and customer control
- Biometrics have primacy because they are something you are, rather than something you know or something you have
So back to my opening statement:
Zero-effort authentication in customer engagement means creating a balancing act between security and convenience.
That balance is what Opus saw in Nuance. That’s why we were cited as the “undisputed market leader” out of the 13 firms that were evaluated.