Convergys Launches Voice Authentication Solution

Convergys this week launched a platform-independent, on-demand voice authentication solution.

Convergys On-Demand Voice Authentication—which provides increased transaction security—features voice biometric security provided via a partnership with TradeHarbor and enables companies to enroll the voice signatures of customers and employees.

According to Paul Watson, general manager of on-demand solutions at Convergys, a unique feature of the solution is that clients don’t need to buy hardware or licenses to implement the solution.

“That’s the big deal for our clients and potential clients,” Watson says. “Without investing in infrastructure and software, they can make use of voice authentication in their [interactive voice response] (IVR) applications, both speech and touchtone.”

Additionally, Watson says companies can leverage the solution for any IVR—regardless of its provider.

“We can hook right into your application,” he says. “We handle the authentication and, from there, you’re back to your application.”

According to Convergys, its solution is unlike other on-demand voice authentication products because it offers a Voice Authentication Deployment Framework that includes an operations and administrator interface to manage deployments, adjust security thresholds, and generate reports.

“There are other components to successfully running a [voice authentication] service and part of that is our Voice Authentication Deployment Framework,” Watson says. “It’s an operating environment as well as the administrative tools that allow you to manage the deployment.”

Additionally, companies can use Convergys On-Demand Voice Authentication for Web, mobile, and even touchtone applications.  Watson says touchtone users are seamlessly transferred from the touchtone system to the Convergys system for authentication and then back again.

“What we do in a touchtone application is wrap the application … and allow you to interface with our voice authentication without being a speech app,” Watson says. “And then you essentially are able to leverage it so it’s a speech wrapper that we create.”

“You’re sort of a speech application for a moment in time and then you go back to being touchtone,” he adds. “And the key is that that automation is not required on the client side.  We’re taking care of it.”