Convergys Presents “Voice Authentication On-Demand: Your Voice as Your Key”
At Voice Search 2009 this week in San Diego, CA, Convergys Corporation (NYSE: CVG), a global leader in relationship management, will share its insights on advancements in on-demand voice authentication and how it can keep customer data secure. In the past 12 months, the number of identity fraud victims in the United States increased 22 percent to 9.9 million adults, reversing a four-year trend of decreasing fraud, according to a 2009 report by Javelin Strategy & Research, a leading provider of nationally-representative, quantitative research focused exclusively on financial services topics (http://www.javelinstrategy.com).
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Speaking on “Voice Authentication On-Demand: Your Voice as Your Key,” Convergys’ Paul Watson will discuss and demonstrate how voice authentication is one of the strongest security options businesses can offer customers to decrease fraudulent transactions, and help businesses increase their customer satisfaction and retention. His presentation includes two demonstrations of Convergys’ voice authentication solution. Watson is a vice president in Convergys’ Relationship Technology Management organization, which is responsible for developing technology-based solutions to improve the ease of use, lower the cost, and increase the security of self-care and agent-assisted services across multiple contact channels.
According to Watson, over the past five years consumers have benefited from security protections implemented by businesses to reduce incidences of identify fraud. Yet, the 2009 report by Javelin Strategy & Research (supported by the Better Business Bureau) shows a strong jump in incidences of identity fraud in 2008 to a level not seen since 2004. It’s apparent, says Watson, that fraudsters have become more creative in utilizing land and wireless telephones to access information as consumers shift more financial transactions to secure online arenas. Voice authentication provides the next higher level of security protection that businesses and their customers now need. It is easy to integrate with IVR applications, can be utilized across channels (live-agent, IVR, Web, and mobile), and can combine with behavioral data to improve overall performance. For customers, voice authentication can reduce the need to remember a PIN or password and save the time now taken to answer challenge questions.
Also presenting at Voice Search 2009 is Convergys’ Dr. Matthew Yuschik, who will lead a session on “Call Center Multimodal Voice Search.” Yuschik’s presentation discusses how multimodal techniques can further the use of voice search in the call center. Yuschik is a human factors specialist in Convergys’ Relationship Technology Management organization. Yuschik will also moderate a session on Contact Center Solutions at the conference.
To view a copy of the presentations, please visit: http://convergys.com/company/news-events/events.php
To learn more about the Convergys speaker program and the availability of Convergys speakers and their topics, contact the speaker program director Jeff Hazel at +1 513 723 7153 or
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About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys is a member of the S&P 500 and has been voted a Fortune Most Admired Company for eight consecutive years. We have approximately 75,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio. For more information, visit http://www.convergys.com