A security question for organizations: ‘Passive or Active Voice Authentication?’ - Sestek - ContactCenterWorld.com Blog
As a result of hundreds of successful implementations from various industries today organizations do not question the value of voice biometrics technology. Bu they still need to answer an important question as they decide to use the technology: “Which authentication method: passive or active?”
To make a simple distinction; active voice biometric identity verification requires a set passphrase for enrollment and authentication while passive voice biometric identity verification authenticates customer identity during the course of a natural conversation. With active authentication users are verified by speaking a fixed passphrase through their engagement in an IVR system. On the other hand, passive authentication verifies customer identities during a live conversation with a customer representative or call center agent.
Even though each method includes pros and cons when compared; both of them make remarkable contributions to organizations by providing high biometric security, shorter average call duration, increasing efficiency and enhanced customer experience.
While making a decision among two verification methods; organizations need to take into consideration not only their organizational goals but also customer expectations. For example organizations which adopt a self-service oriented approach can prefer active authentication whereas organizations which provide customer services via live agents can prefer passive authentication. Two methods can also be combined in different service levels of organization.
Whichever method they choose, organizations need to put their customer first and at the core of their business. They need to understand their customer and design the services accordingly in a way that maximizes customer experience. They also need to evaluate customer feedback continuously to provide a consistent and improving service.
Publish Date: November 23, 2015 5:00 AM
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