Pivotal Data Integrates OneVault’s Voice Biometrics into Contact Center Solution

Pivotal Data has announced the integration of OneVault's voice biometric authentication solution into its contact center solution as a value-added feature.

By offering embedded voice authentication, Pivotal Data’s contact center clients can authenticate callers over any form of voice communication.

A customer is first authenticated through a number of validation techniques and then enrolled in the voice biometric solution, where their voice biometrics are stored in an encrypted and centralized voice bank.

When customers call, voice biometric technology automatically verifies an individual's identity via either an active or passive authentication process that analyses their unique physical and behavioral vocal characteristics.

Active authentication automatically verifies callers using a text-dependent phrase,. The company says this is suited to 24/7 self-service contact center operations as this functionality can authenticate callers in interactive voice response (IVR) queues.

Alternatively, agent-assisted passive authentication applies voice biometric verification in the background as the caller speaks naturally to the agent. Customers and agents are not required to change their behavior, and knowledge-based authentication can be bypassed.