Verint Identity
Authentication andFraud Detection
One of the unfortunate realities in today’s contact
centers is the persistence — and sophistication —of fraudulent callers. Increasingly, centers face theneed to authenticate legitimate customers in a waythat is effective, but unobtrusive, while identifying
fraudsters as quickly as possible.
®

™

Verint Identity Authentication and Fraud Detection is a powerful solution thatleverages recorder-embedded voice biometrics to authenticate callers faster,
more easily, and more securely than traditional methods of authentication, whileproviding high levels of accuracy. It can passively screen calls in the contact center
against dynamically updated databases of customer and fraudster “voiceprints” —digital representations of a person’s voice that are unique to each individual.
Screening is performed in real time, without disrupting the customer experience
for legitimate callers.
By minimizing or removing the need for authentication questions that often frustratecallers, the solution can help contact centers deliver a better customer experience.
It can also help enhance security by deterring professional fraudsters, who often
defeat security questions and passphrases using a combination of social engineering,
personal data found online, and repeat calls.

Now you can:• Enhance customer security
and reduce fraud-related
losses in the contact centerby passively identifying
legitimate customers anddetecting potential fraudsters
at the start of a call.
• Deliver a better customer
experience by reducing or
eliminating the need for
security questions.
• Reduce average agent handle
time and contact center costs.

Verint Identity Authentication
and Fraud Detection
Benefit from a Unified Solution
from a Proven Provider
With over 25 years of experience capturing real-time datain the contact center, Verint is uniquely positioned inproviding voice biometrics technology natively embedded
in its unified workforce optimization suite. If you’ve alreadydeployed one or more solutions in the suite, adding Verint
Identity Authentication and Fraud Detection can be as
easy as enabling a license key. Since all of our workforce
optimization solutions share the same navigation, administration,and user interface, you can reap the benefits from your newsolution quickly, while minimizing administrative overhead
and training time.
For maximum flexibility, Verint Identity Authentication and
Fraud Detection is also available as a completely independent,
fully integrated solution for end-to-end authentication andfraud detection in contact centers. Its functionality can also
be licensed as discrete applications that address each ofthese areas independently:•Verint® Identity Authentication™ is a voice biometricsolution that can verify the identity of customers calling
into the contact center in real time. The solution canpassively enroll customers by generating voiceprints fromtheir interactions with an agent, without requiring themto perform additional actions or provide passphrases.
In subsequent calls, the system passively analyzes callers’
voiceprints to help verify their identities within seconds.
Having verified a customer’s identity, the system notifies
the agent, who can decrease the number of security
questions and provide assistance more quickly, helping
to reduce average handle time.

As an added layer of security, Verint Identity Authentication
can delay the use of customer voiceprints immediatelyfollowing automatic enrollment. This interval provides
the opportunity for confirmation to be sent to customers,
either by mobile device/SMS or another method,
informing them that they have been enrolled in thesystem and that no action is required if they are awareof the transaction. This “cooling-off” period helps
prevent enrollment bypotential fraudsters.
•Verint® Fraud Detection™ can help contact centers
screen incoming calls against a watchlist of known
fraudster voices, without disrupting the customer
experience for legitimate callers.
The solution incorporates passive voice biometrics toprofile and recognize the voiceprints of callers. As calls
arrive, it silently screens them against the list, notifies
the agent and/or fraud management system when amatch is detected, and updates the list as necessary.
Armed with this insight, contact centers can take actions
to enhance their security.

Part of the Verint Customer
Engagement Portfolio
Verint Identity Authentication and Fraud Detection is partof a patent-protected portfolio of customer engagement
solutions that help organizations enrich customer interactions,improve business processes, and optimize their workforces
to enhance loyalty, increase revenue, mitigate risk, andmanage operational costs.

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Unauthorized use, duplication, or modification of this document in whole or in part without the written consent of Verint Systems Inc. is strictly prohibited. By providing
this document, Verint Systems Inc. is not making any representations regarding the correctness or completeness of its contents and reserves the right to alter thisdocument at any time without notice. Features listed in this document are subject to change. Not all functionality is available in all configurations. Please contact Verintfor current product features and specifications. All marks referenced herein with the ® or TM symbol are registered trademarks or trademarks of Verint Systems Inc.
or its subsidiaries. All rights reserved. All other marks are trademarks of their respective owners. © 2017 Verint Systems Inc. All Rights Reserved Worldwide. 11.2017

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