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How Passive Voice Biometrics Empowers Contact Centers

How Passive Voice Biometrics Empowers Contact Centers

Passive Voice Biometrics is Emerging as a Leading Authentication Modality for Remote Channels

Authenticating customers over remote channels is often a painful process. The first few minutes of the call can be rough, as the customer can’t self-service, but must engage directly with an agent, answering repetitious personal questions. There are inherent risks, too: An agent can ask for sensitive information, but what if that information is in fraudulent hands?

Businesses that deal with large volumes of faceless customers are seeking an authentication method that boosts security and creates a seamless interaction. Passive voice biometrics does just this, mitigating risk while eliminating effort.

Passive voice biometrics verifies a caller’s claimed identity by first enrolling a customer’s voice, quietly, in the background of a routine call with an agent. The biometric engine picks up details the human ear can’t—including pronunciation, rhythm, and speed of the voice. These subtleties caught by the biometric engine are used to create a unique identifier, a voiceprint, which is just as unique as a fingerprint. This voiceprint is then matched against that same customer for each new, incoming call.

In contrast to active voice biometrics, passive is text-independent, which means the caller’s voiceprint is not correlated to a specific phrase. Instead, the voiceprint is correlated to that customer’s voice in natural conversation. There is no explicit effort by either party. The technology does the heavy lifting. This results in reduced agent handling times and a significant Return on Investment.

On a broader scale, passive voice biometrics is more secure than other authentication methods: The customer can’t forget or misplace his/her own voiceprint. A fraudster can’t hack it. Passive empowers contact centers to be one step ahead of any malicious activity. A mismatched voiceprint can immediately trigger guidance for agents to ensure early fraud detection.

LumenVox recently announced an upgrade to the biometric authentication suite, Version 8. This upgrade includes a core authentication engine with new passive voice integration which enables automated fraud detection.

Want to learn more about LumenVox Passive Voice Biometric Authentication face to face? Look for us at Call and Contact Centre Expo in London, March 18-19, stand 2061, where we”ll be talking to attendees directly about our solutions. Also, be sure to join us on March 18 at 11:45 am in Theatre 10 where we’ll be presenting “Using Voice Biometrics in the Contact Center: A Primer.” Come say hi!

What’s Trending in Voice Biometrics – LumenVox Luminaries Podcast

What’s Trending in Voice Biometrics – LumenVox Luminaries Podcast

LumenVox Luminaries is a podcast that broadcasts thought leadership pieces on the subject of voice technology. Today LumenVox Luminaries is proud to present Bettina Stearn with her thoughts on what’s trending in Voice Biometrics today. Bettina has been a part of the industry since 2002, acting as a pre-sales engineer, and now as Managing Director of LumenVox’ European team. The LumenVox team is excited to be attending Call and Contact Centre Expo in London, March 18-19, stand 2061, where we”ll be talking to attendees directly about our solutions and presenting “Using Voice Biometrics in the Contact Center: A Primer,” March 18 at 11:45 am in Theatre 10. Make sure to say hi to them there, or connect with Bettina via LinkedIn here: https://www.linkedin.com/in/bettina-stearn-84b6a816/

Listen to the Podcast

Read the Transcript

What’s trending in voice biometrics?
The most trending (technology) in voice biometrics currently is definitely multifactor authentication. Multifactor authentication consists of 3 different factors, the first factor is something you have, like your phone. The second is something you know, like your PIN. The third is something you are, this can be biometrics or in a special case, voice biometrics.

What’s special about voice biometrics?
The special thing about voice biometrics is that you don’t need anything extra, other than your phone. You always have your microphone with you, and you can record your voice. With a lot of other biometrics this is much more difficult, for example, an iris scanner or fingerprint scanner you don’t always have with you. So you can use your voice much more easily.

How are businesses adopting this type of authentication?
We can see now that the businesses are adopting this; one or two years ago it was still very slow. But now we can see it’s really accelerating because of (the need required by) new regulations. The governments are forcing financial institutions, for example to add multifactor authentication.

How does LumenVox help with adopting this method of authentication?
We make it somewhat easy to do this because we will integrate it into the existing infrastructure of the enterprises. So we would help and consult with the enterprise (to determine) where to add multifactor. And there’s seamless integration. We will provide a lot of APIs and interfaces to make it as smooth as possible.

What sets LumenVox apart from others in the Voice Biometrics field?
I think the special thing is that all of our technology around voice biometrics is our own proprietary technology. This is rare in the industry, the big competitors are using third-party system integrators. But LumenVox really has its own technology stack. This makes it easy for us, LumenVox, to go deep into the code and to really tailor it exactly to the customer. We can change everything. We own the code, so this makes it easy for us.

I think the other interesting thing at the moment–what we can see in the market, what we’re developing and releasing currently–is the passive voice authentication that helps fraud detection. We have a nice, new product, addressing this, Fraud Scanner. We can create imposter lists and help the enterprises to look for imposters and address the fraud.

What’s the definition of Passive, exactly?
Passive means that in a natural dialogue the dialogue between the agent and the user can be recorded and offline an enrollment will be created. So the user is not actively doing an enrollment, and he doesn’t even know it (is happening). Of course we can inform him before, but the enrollment can be done in the background, so when the user calls the second time, the call center agent can retrieve the enrollment of the person and he knows, then, the person is already enrolled. And he can then start checking the authentication of the person.

Anything else on your mind about Voice Biometrics?
I think Voice Biometrics has been on the market for twenty years. But now we can see it’s like a rocket start at the moment because the demand is growing, so I think the time is now for Voice Biometrics.

LumenVox Launches Active Voice Authentication on Genesys AppFoundry

LumenVox Launches Active Voice Authentication on Genesys AppFoundry

LumenVox Active Voice Authentication combines with Genesys Customer Experience Platform to provide highly flexible and scalable authentication solutions to call centers

LumenVox has announced Active Voice Authentication is now available on the Genesys AppFoundry®, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce. Genesys® is the global leader in omnichannel customer experience and contact center solutions that delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries.

The Active Voice Authentication easily integrates with Genesys Cloud™, to further protect the contact center and provide increased security to each interaction. With the ability to deliver advanced workflows and business rules, it can create a multitude of specialized text-dependent and text-prompted solutions. Plus, the platform is compatible with any Interactive Voice Response (IVR), web, or mobile application.

“Contact centers are increasingly vulnerable to the prevalence of social media data and the subsequent fraudulent attacks that result in account takeover. Our Active Voice Authentication system is a direct answer to the urgent need to protect and defend their customers. Our addition to the Genesys Cloud portfolio as an AppFoundry Premium Application means LumenVox can now offer Genesys customers a robust integrative authentication technology to accomplish just this,” said Edward Miller, CEO of LumenVox.

Using both highly flexible and scalable active voice biometric authentication solutions, contact centers that have incorporated LumenVox’ Active Voice Authentication report significantly reduced fraudulent activity, a dramatically improved customer experience and a lower agent handling time.

The LumenVox Active Voice Authentication is now available with Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, that helps organizations provide better experiences to their customers and employees. With its robust feature set and open APIs, Genesys Cloud is flexible, scalable and built for rapid innovation.

LumenVox has also recently enhanced its partnership with Genesys by becoming an AppFoundry Managed Partner, selected as one of just 20 other elite members in the Genesys program.

To learn more about the specific features and benefits of LumenVox Active Authentication visit the LumenVox page on the Genesys AppFoundry.

Read the official release here.

About LumenVox: 
LumenVox transforms customer communication. Our flexible and cost-effective technology enables you to create effortless, secure self-service and customer-agent interactions. We provide a complete suite of speech and multifactor authentication technology to make customer relations faster, stronger and safer than ever before. Our expertise is extensive—we support a multitude of applications for voice and facial biometrics, inclusive of passive and active authentication for fraud detection. And we do it all by putting you and your customers first.

Healthcare and Cybersecurity in 2020

Healthcare and Cybersecurity in 2020

There is a radical rise in the prevalence and sophistication of cyberattacks within healthcare. Data breaches are burdening hospitals with skyrocketing financial costs. According to Business Insider, “the overall cost of a healthcare data breach has grown from $398 per affected record in 2015 to $420 per record in 2019.”

2019 was a rough year when it came to healthcare and cybersecurity: There were multiple breaches that compromised millions of patients. And these patients are not in the dark about it either–their data is precious to them. As a result, these breaches have triggered numerous lawsuits.

This tension puts the healthcare industry in a precarious position: Institutions are juggling the need for strict compliance with their patients’ desire for speedy service processes. Patients expect 24/7 support along with ironclad HIPAA protection—of data, health history, etc. Often healthcare providers believe ensuring security requires some pretty painful security practices for all stakeholders–patients, clinicians, doctors and pharmacists. The relationship all around suffers and security doesn’t necessarily increase.

So how can the healthcare industry innovate? What is a meaningful response to these threats? At LumenVox we have carefully crafted multiple healthcare security solutions to keep patients safe and make all employees’ hours count. But one specific cog in cybersecurity’s wheel particularly relevant to providers is password reset. This process often requires hours of valuable staff time and onerous authentication processes. To make it easier on everyone—and more secure than ever–we have harnessed the power of the human voice. The uniqueness of the human voice is considered highly secure and one of the best methods of validating claimed identity. LumenVox Password Reset provides a fully automated self-service password reset function which requires zero effort from the user and only seconds to complete: To reset a password, a doctor, clinician, pharmacist, etc. is prompted to speak a short passphrase; and through voice biometrics, the claimed identity is validated and the password reset.

Want to learn more about how you can protect your hospital?

Join LumenVox Wednesday, February 26, 10 am PT/1 pm ET

During this free hour-long webinar we’ll give you the keys to creating a seamless authentication process that radically improves your healthcare group’s security. Click here to signup today.

Introducing LumenVox’ Version 8 Suite: 4 Key Highlights

Introducing LumenVox’ Version 8 Suite: 4 Key Highlights

At LumenVox we have big plans for 2020. The release of our Version 8 Suite takes advantage of years of development, testing, and expertise. With more customer conveniences and improved user interfaces, it enables a variety of multi-modal solutions.

Our passionate engineers and industry experts could go on and on, but here are a few major highlights that propel this Version 8 Suite forward:

We made sure to incorporate a new core competency, passive voice biometrics. Our passive engine is based on cutting-edge, Deep Neural Network technology, and is faster and more sophisticated than ever before. The incorporation of DNNs enables automated fraud scanning, so that your business can protect and defend your customers with less effort and greater accuracy.

We focused on your biggest issue: Fraud. Our experts spent countless hours improving LumenVox’ Fraud Scanner, which enables your team to spend less time worrying about fraudsters so they can put that energy into caring for real customers. Fraud Scanner provides fraud alerts and automatic matching of voiceprints against a carefully curated fraudster watchlist. It works 24/7 so the fraud team doesn’t have to – utilizing continuous enrollment, verification adaptation and enrichments of voiceprints to quickly identify suspicious actors.

We took your biggest ask and made it a reality: A brand new Agent Desktop Portal with an increasing set of functionalities, including continuous enrollment and verification; enrollment over multiple calls; enrollment consistency check; voiceprint enrichment; customer selection and addition; real-time watch listing; audio reset and speaker change.

We made sure to do some housekeeping: There are bug fixes and updates for 7.2 password reset system including major improvements on mobile apps and windows pre-login application; language pack and workflow installers. Version 8 is sleeker and smoother.

Version 8 capitalizes upon years of experience and expertise to deliver a more total solution so you can easily improve the customer experience. Ready to learn more about how Version 8 can work best for your business? Don’t be shy. Click here to talk to one of our representatives.

To view our official Version 8 announcement click here.

The Intersection of Artificial Intelligence and Human Speech

The Intersection of Artificial Intelligence and Human Speech

Artificial Intelligence is a buzz word in tech because it has unlimited potential to transform the human experience. It’s especially relevant in 2020, as the keyword dominates Google searches and news outlets, including Forbes’ list of technology trends.

What is Artificial Intelligence?
AI is a segment of computer science that focuses on emulating human attributes. It’s the things we take for granted as human beings: listening and comprehension, sight, movement/ grabbing/ manipulation and reasoning with the world.

How Do Artificial Intelligence & LumenVox Intersect?
LumenVox offers artificial intelligence business solutions in two main ways:

The original LumenVox speech recognition software utilized Hidden Markov Models (HMMs) to decipher speech from the sound waves recorded. Hidden Markov models are simplified probability models that work very well in guessing what words are when heard. For example, if the first sound heard is likely to be “Duh” then, in English, it is very unlikely that the next sound will be an “Ess.” But it is very possible that the next sound will be, perhaps, “Oh” as in the word “Doughnut.” Overlaying the sounds, with the probability model of English that speech scientists developed, has produced a very good quality speech recognizer. But in recent years Hidden Markov Models have been replaced by Deep Neural Networks (DNNs). Deep Neural Networks are still probability models; however, they do not contain explicit knowledge of the likelihood of sounds or words in close proximity. Instead, Deep Neural Networks are brute-force models that emerge from “deep” analysis of very large data sets. They record connections for which we may have no explanation. From millions of examples of speech, they extract more complex, irregular, and idiosyncratic statistical rules about sounds, as actually spoken by people, than would be practical to represent in a Hidden Markov Model. LumenVox now utilizes Deep Neural Networks in our passive engine to provide state of the art results in speaker verification and recognition.

Voice Biometrics, aka Voiceprints, make a judgement on whether someone really is who he/she claims to be. With voice biometrics an initial voiceprint is created, in a secure manner, that validates the person’s identity. In future verification attempts, the person’s voice is compared to the original voiceprint. Voice Biometrics are a useful form of AI because they can replace human judgment, prevent human error and be hyperalert to threats with a highly accurate algorithm.

How Can Artificial Intelligence Protect You?
If a fraudster calls a business and claims to be Joe Smith, the agent might ask him a few questions to verify his identity. If the putative Joe is an experienced scammer, he may have researched these questions and prepared answers. Using a voiceprint, however, removes this risk since it is nearly impossible to fake a human voice effectively. Instead of allowing the fraud actor access, the intelligence of the machine exceeds the intelligence of a human agent and fraud is detected.

LumenVox’ aim is to safeguard both businesses and customers using artificial intelligence and the human voice, to take two complexities and make an interaction that is simple yet secure.

Contact us today to learn more.