The business benefits are significant across active or passive authentication solutions:
  1. The customer needn’t remember complicated passwords or answer a whole series of ‘secret’ questions
  • The customer doesn’t have to disclose personal information to be authenticated
  • The risk of identity theft is vastly reduced and offers an enhanced level of security for the customer and the company they are engaging with
  • The customer can discuss the problem with the agent immediately, saving time and making the call engagement more efficient and beneficial
  • Mundane transactions can be automated and access provided to customers 24/7 wherever they are in the world.
  1. The cost of implementation is lower than other biometric solutions as no special devices are required e.g. fingerprint readers or retina scanners.
  • As a cellphone /landline/ PC microphones can be used to enroll or authenticate identity, the solution can be used in remote areas.
  1. Verification is fast:
  • For active caller authentication anywhere from 15 to 45 seconds depending on a company’s authentication process.
  • For passive authentication, once a caller’s voice is captured on the system, authentication can take anywhere from 10 to 20 seconds for the caller’s identity to be verified to the agent.


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