Microsoft Contact Center Intelligence: Biometric authentication
Voice biometric authentication is now available for Microsoft Contact Center Intelligence, enabling contact centers to reduce fraud and authenticate callers during calls without adding friction to existing processes. This feature improves security, reduces agent operating costs, and shortens call durations through passive voice-based verification.
Microsoft's description
Voice biometric authentication delivers business value by reducing fraud and agent operating costs in contact centers. Voice-based verification improves identity assurance shortens call durations reduces customer service rep effort and enable secure self-service transactions. At the same time, it improves customer experience and scalability by authenticating callers naturally as they speak. This enables consistent, risk-based security across high call volumes without adding authentication friction or process complexity.