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Fighting Against Call Center Fraud with Voice Biometrics - Sestek - Blog

Fighting Against Call Center Fraud with Voice Biometrics

The number of attempts to defraud organizations is increasing each day. Today’s fraudsters are skilled in social engineering—the use of deception to obtain confidential information—and use sophisticated methods. Thus, they can easily gather different kinds of data to use in attacks like identity theft, account takeovers, and fraudulent transactions.

When compared with better-controlled digital channels, call centers are at greater risk. Their dependence on a human workforce increases their vulnerability to fraud. Employee training generally falls short when it comes to sophisticated social engineering attacks, and it is not hard to answer security questions by using compromised customer data. This encourages fraudsters to target call centers.

What Can Call Centers Do?

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Traditional knowledge-based authentication methods like challenge questions are no longer enough to prevent fraud. Call centers need to find efficient methods to protect themselves from increasingly sophisticated attacks. This requires a holistic security approach where security and risk management are taken seriously, which means investing in fraud prevention technologies that take advantage of the power of biometrics.

Why Voice Biometrics?

For many organizations, voice biometrics is an effective security measure, and the use of this technology is constantly increasing. According to a recent market study, the global voice biometrics solutions market is expected to reach a value of US$13 billion by 2026, with a compound annual growth rate of 17.3%.

This means that more and more companies are applying voice biometrics to their security needs, and call centers are no exception. Call centers prefer this technology due to following reasons:

It is the only biometric measure for call centers

Voice biometrics is the only biometric measure that can be used over the phone, which makes it literally the only biometric option for call centers, but organizations use it because of its many advantages, not because it is their only option.

Biometric technologies differ from common security measures by being based on unique individual characteristics like the retina or iris. Unlike knowledge-based security methods, a person’s voice can’t be compromised. By analyzing a user’s voice for its hundreds of unique characteristics, voice biometrics offers a convenient and highly secure authentication method. Call centers that aim to implement the latest security technology will choose biometrics, which is really the only option for call centers.

Other methods might fall short in protection

Traditional security measures include a “what you know” factor. PINs, passwords, and mother’s maiden names are all examples of knowledge-based verification questions. Even the most advanced security questions are often based on public information that can easily be obtained by a fraudster. Therefore, knowledge-based authentication doesn’t offer an effective solution against fraud.

On the other hand, biometric verification boasts a “what you are” factor because is based on an individual’s unique characteristics, including voice. A voice can’t be stolen, hacked, or forgotten, which is why voice biometric software offers a more secure authentication method than the alternatives.

Voice biometrics can track fraudsters’ voices as they call across multiple accounts and time periods. Although fraudsters can trick agents, they can’t fool voice biometrics. Thus, the technology reduces call centers’ vulnerability to social engineering attempts.

It can be combined with other security methods

Today’s security-concerned organizations use multi-factor authentication to overcome potential threats. They layer several authentication methods together to deliver the strongest possible security solution. Voice biometrics enables multi-factor security by integrating with a variety of security methods.

If an organization already has a preferred identity verification method, voice biometrics can enhance this method by providing an added element of security. This adds a “who you are” layer to the traditional “what you know” layer of passwords and PINs. For example, single-factor authentication, such as simply entering a password, has been proven to be a weak solution. On the other hand, a password coupled with voice biometrics can guarantee secure authentication.

It doesn’t sacrifice the user experience

Conventional security measures like PINs, passwords, and security questions can be easy to forget and time consuming for customers. Voice biometrics saves customers from the need to remember passwords and the burden of invasive knowledge-based questions.

The technology enables identity verification in a matter of seconds by analyzing users’ individual voiceprints. Seamless and consistent security not only removes frustration but also saves time both for customer and agent. Therefore, voice biometrics reduces stress, saves time, and greatly improves the customer experience.

It supports multiple channels

Thanks to the omnichannel approach, today’s customer interactions have moved beyond call centers. Customers can reach organizations from whatever channel they prefer, including IVR, online, social, and mobile.

Voice biometrics is a natural fit for cross-channel engagement. The technology offers efficient verification in a way that enhances the user experience and provides consistent multi-channel security.

It offers flexibility

Voice biometrics can be deployed on the premises or in a variety of cloud settings to meet organizations’ different security needs. Thanks to the highly customizable structure of the technology, any organization can set up a fast, easy, and powerful security solution within its existing platforms and technologies.

Voice biometrics also offers accent- and language-independent use; the technology verifies user identities strictly by voice, not by their language or accent. This provides flexibility for organizations by allowing them to implement this technology into any operation regardless of location.

It reduces business costs

Voice biometrics significantly reduces the number of security steps and the time involved in the verification process. Agents spend less time with each caller, shortening average call times. This not only saves call centers significantly on overhead costs but also results in happier customers and a more efficient team.

Voice biometrics also reduces the number of fraud attacks by detecting repeat calls from known fraudsters. This contributes to remarkable savings in avoided fraud incidents.

Use Cases: Fraud Protection with Voice Biometrics

Text-Dependent Voice Verification

Text-dependent voice verification offers an active verification method. This technology requires passphrases to enroll and authenticate users. First, users create a voiceprint during the enrollment process by repeating a specific passphrase. In their subsequent calls, they simply repeat this passphrase to verify their identities. The voiceprint of a caller speaking the passphrase is compared with prior voiceprints for authentication.

The technology offers effective security against fraud. It is impossible to impersonate or fool the technology because the user’s unique voice details must be matched with the voiceprint on file. Features like playback manipulation detection, voice change detection, synthetic voice detection, and blacklist identification enhance the power of this technology to combat various security threats.

For example, with playback manipulation detection, the technology recognizes that a captured voice is being played. Voice change detection recognizes when the end user’s voice changes during the enrollment process, and synthetic voice detection identifies cases in which fraudsters modify a recorded voice sample. The technology also checks for known fraudsters by employing biometric blacklist identification during all operations.

Visit the Sestek Vocal Passphrase page to learn more about our text-dependent voice verification technology.

Text-Independent Voice Verification

Text-independent voice verification offers a passive verification method. With this technology, callers don’t need to take a specific action to pass through an authentication process. Unlike active authentication, passive authentication doesn’t require formal enrollment or the repetition of a specific passphrase during authentication.

To use the system, callers must first enroll by calling the call center and speaking. After a customer speaks for a sufficient number of seconds, the system creates a voiceprint that will be used to authenticate them on their next call. Simply by listening to customers talk with agents, the system scores the recording’s relevance by comparing it with the previously enrolled recorded voiceprints. If the score is high enough to accept the user, the security check is passed.

This technology provides the benefit of enhancing fraud protection without troubling users. With such an effortless authentication experience, the technology not only boosts customer satisfaction but also ensures biometric security. Features like playback manipulation detection, synthetic voice detection, and blacklist identification ensure that the technology will not be fooled by fraudsters.

Visit the Sestek Verification On-The-Go page to learn about our text-independent voice verification technology.

Fraud Detection

Biometric fraud detection solutions are used to identify and stop highly specialized fraudulent individuals. Blacklist applications are among the most common fraud detection methods. Based on voice biometrics, these applications detect fraudsters through biometric verification and trigger alarms for anti-fraud teams.

Biometric blacklist application seamlessly identifies users with high fraud potential, then diverts them into a separate queue for call security teams. The application automatically crosschecks every call with the blacklist database after a voiceprint is recorded. It marks those calls that are scored higher than the threshold score and identifies listed fraudsters by their voices, comparing the captured voice with voiceprints stored in the blacklist voiceprint database.

Visit the Sestek Blacklist Identification page to learn more about our biometric blacklist application technology.


Call center fraud is a widespread problem. Depending on human agents increases call centers’ vulnerability to fraud, and fraudsters try to take advantage of the human factor by using different techniques to break through the relatively simply barriers that call centers typically have in place.

Call centers no longer rely on traditional knowledge-based authentication. They know that overcoming constant security threats requires a more effective solution. Therefore, more and more organizations are turning to voice biometrics for effective fraud protection, an enhanced customer experience, and higher call center efficiency.


Publish Date: November 13, 2018 5:00 AM

2021 Buyers Guide Analytics

Page: 12

2Ring Dashboards & Wallboards
2Ring Dashboards & Wallboards is a software solution that empowers business users and supervisors to deliver information in real-time to every screen.

Information means data from multiple data sources and built using various content types. Cisco Contact Center data (all platforms), CUCM huntgroups (Cisco CallManager), and ServiceNow belong among the most often used data sources, but the application support many additional data sources (Amazon Connect, Genesys PureEngage, Salesforce) and is flexible enough for business users to add or change pictures, web-content, include weather information and forecasts or YouTube videos and streams on the fly.

A screen does not only mean a large plas...
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CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.


Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
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ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
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Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
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CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
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eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
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eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.


CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

OpsTel Services

With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.


*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.


Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
Page: 12

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