Vocent Launches Confirmed Caller 2.0 Powered by Vocent DecisionMaker
MOUNTAIN VIEW, CA - Vocent Solutions Inc., a provider of voiceprint based secure automation solutions, announced the release of Vocent Confirmed CallerT 2.0 - a speech-driven, packaged application that leverages voice biometrics to securely automate the authentication process in call center environments. New features in Vocent Confirmed Caller 2.0 include a proprietary authentication engine, Vocent DecisionMakerT, off-the-shelf integration with call center products using VoiceXML, and extended reporting, logging and administrative tools. Key to Vocent Confirmed Caller 2.0, Vocent DecisionMaker is an authentication engine that uses proprietary algorithms to accurately process multiple factors, such as voiceprint, profile knowledge, user location and caller history to automate the authentication of callers. Vocent DecisionMaker facilitates the next generation of call center authentication automation, as evidenced by a recent trial in a major North American bank, where Vocent Confirmed Caller 2.0 achieved over 90 percent automation of caller authentication while simplifying the user experience and improving overall security. "With Vocent Confirmed Caller 2.0, call centers can reduce caller average handle time by 30 seconds or more, and improve customer convenience by eliminating the number of personal authentication questions asked when confirming a caller's identity," said Chuck Buffum, president and CEO of Vocent. "Furthermore, Vocent Confirmed Caller can eliminate the need for PINs and easily forgettable passwords, which simplifies the user experience while lowering the risk of identity fraud." "Customers are telling us that their call center agents spend 10 to 15 percent of their time identifying and authenticating callers," Buffum said. "Confirmed Caller 2.0 with Vocent DecisionMaker automates these tasks, while callers gain a non-invasive, secure and easy to use experience when calling."