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Vocent Launches Confirmed Caller 2.0 - Powered by New Automated Authentication Engine - Vocent DecisionMaker
Aug-28-03
Vocent DecisionMaker Leverages Voice Biometrics to Provide Industry-Leading Automated Authentication While Also Boosting Customer Satisfaction
Vocent Solutions Inc., the leading provider of voiceprint based secure automation solutions, today announced the release of Vocent Confirmed Caller(TM) 2.0 — a speech-driven, packaged application that leverages voice biometrics to conveniently and securely automate the authentication process in call center environments. New features in Vocent Confirmed Caller 2.0 include a powerful, first of its kind proprietary authentication engine, Vocent DecisionMaker(TM), off-the-shelf integration with call center products using VoiceXML, and extended and improved 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, caller history and more to quickly and securely 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."
Vocent Confirmed Caller -- Details of Additional Features and Benefits
Vocent Confirmed Caller 2.0 works with leading speech technology engines and telephony platforms, which contributes to an industry leading 90-day deployment cycle. This enables customers to leverage existing IVR and CTI infrastructure investments, and realize a rapid ROI and a payback of six months or less.
Additionally, improved VoiceXML capabilities give Confirmed Caller 2.0 extensive plug-in compatibility with popular platforms, such as those from VoiceGenie and TellMe. Vocent's VoiceXML integration capabilities allow enterprises to quickly and seamlessly deploy the solution within the existing call center infrastructure.
Additional business productivity and deployment flexibility is driven by a configurable XML-based rules engine. This allows the product to be quickly deployed and easily configured to match enterprise business rules without requiring custom development.
Also new for Confirmed Caller 2.0 are improved and expanded SNMP and SMTP alerting and messaging tools for improved onsite and remote reporting and administrative needs. Active monitoring and application testing features ensure maximum system uptime, while automatic report generation and distribution provides for real-time access to system metrics.
Buffum concludes, "Customers are telling us that their call center agents spend 10 to 15 percent of their time identifying and authenticating callers. Confirmed Caller 2.0 with Vocent DecisionMaker automates these tasks, while callers gain a non-invasive, secure and easy to use experience when calling."
About Vocent
Vocent delivers packaged, speech-driven applications which leverage voice biometrics to securely automate authentication. Headquartered in Mountain View, Calif., the privately held company applies industry standards to develop platform-independent solutions that combine proven voice technology with unique application-level functionality to maximize caller automation while maintaining comprehensive security. Typically installed in less than 90 days, Vocent's packaged applications provide increased user convenience, significant cost savings and investment returns within 6 months. For more information about Vocent, visit http://www.vocent.com or call +1-650-316-3000. SOURCE Vocent Solutions Inc.