Introduction
Real, cutting-edge technology, and, since a few months ago, in production in the leading Contact Center platforms in the market. Veridas’ voice biometrics solution already has end-users in Spain, Germany, Holland, and even Mexico, who with just 3 seconds of audio, in any language and without having to repeat a predefined phrase, can quickly authenticate themselves when they call their bank, insurance company or gas and electricity supplier.
The solution designed by Veridas, a leading company in developing solutions for digital identity verification, is being used by some of the world’s leading companies, such as BBVA, Deutsche Telekom, or Prosegur, and implemented in the different Contact Center platforms they use: Avaya, Genesys, Twilio, Amazon Connect, or Enghouse, among others.
The reasons why Veridas is being chosen over its competitors are clear: no one offers such impressive technological features (authentication with 3 seconds of voice, regardless of text and language), with such a high performance (accuracy of over 99.9%; evaluated by the National Institute of Standards and Technology, NIST, the main evaluating body for this type of technology in the world, as one of the leading solutions in the world) and with such strongrespect for user privacy (Veridas does not need to store customer data for the proper functioning of its technology).
Multiplatform, by design
“When we at Veridas decided to develop a product specifically for Call Centers, in which the end-user could be authenticated in real-time while conversing with an agent, we made the firm decision to design it so that it could be easily and integrated into any existing platform. And it is now that this long-term vision is bearing numerous fruits, after months invested in the development and configuration of a solution based on 100% proprietary technology, based on artificial intelligence algorithms and neural networks” explains Miguel Zarraluqui, Product Manager of Voice Biometrics at Veridas.
Avaya, Genesys, Twilio, Amazon Connect, and Enghouse are not the only solutions the leader in digital identity verification is working on. Veridas continues to consolidate its partner network to reach more customers worldwide, seeking to offer the best possible services at all stages of the customer’s life, from sales to implementation, including integration support and technical support. Veridas is charting new avenues of collaboration among the leading platforms of such significant companies as Evolution, Talkdesk, Odigo, IBM, and Link Mobility.
“There was no point in doing it quickly and exclusively for one platform. At Veridas, it was clear to us that we had to go for a multiplatform solution that could be integrated into a matter of days in any client, regardless of the contact center solution they had” concluded Zarraluqui.
The magic triangle: UX, security, and costs
“Until today, improving any one of these areas (customer experience, security, and costs) implied an impact on the others. You couldn’t increase security without compromising UX and vice versa. But this is no longer a utopia: it is possible to improve all three areas simultaneously thanks to biometric solutions like ours. In short, the return on investment for our customers is immediate, while improving security and customer experience” said Eduardo Azanza, CEO of Veridas, speaking recently at Digital X 2021, an event organized by one of its main partners, Deutsche Telekom.
Only biometrics can replace current authentication methods, such as passwords, question-based processes, or OTPs, substantially improving security while significantly improving the end-user experience. And, of course, reducing the associated cost, since, at last, it is possible to go from authentication processes that take 30 or 40 seconds on average to zero.
With Veridas’ text-independent technology, companies no longer need to spend time authenticating their customers; simply establishing a natural conversation with them is enough. The technology will do the rest.
