Voxeo Summit Day 2 - Securing customer interactions
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This document discusses various technologies for securing customer interactions, including voice biometrics, location-based services, payment processing, and operator lookup. It notes that fraud costs over $200 billion annually and contact centers spend over $12 billion on security. Voice biometrics can identify customers by their voiceprint and location-based services provide additional authentication through mobile device location. Payment processing allows secure credit card transactions via IVR or with agents. Operator lookup verifies phone numbers to reduce spoofing. When combined with Aspect and Qivox technologies, these solutions provide comprehensive security across the contact center.
Voxeo Summit Day 2 - Securing customer interactions
- 2. Voice Biometrics, PCI, Location-Based Services, and More! SECURING CUSTOMER INTERACTIONS
- 3. Risk, Challenge and Opportunity Securing Customer Interactions Risk Fraud Abuse Data Integrity Liability Challenge Customer Experience Compliance Managing Costs Opportunity Voxeo Technology Aspect Technology Qivox Technology Integrated Cloud Solutions Competitive Advantage 3
- 4. FRAUD COSTS • The global cost of fraud and identity theft is estimated to be over $200 billion per year. (Accenture Report, 2011) • Contact centers spend more than $12 billion annually on agent handled security and identification (Contact Babel Report, 2010) 4 Voice Phishing (Vishing), social engineering attacks, fraudulent card activation, fraudulent financial transactions, premium rate toll fraud, employee errors and breaches
- 8. 8 • Static passphrase or number • Random numeric • Will by definition be language dependent • Minimum 1.5 seconds of speech Text-IndependentText-Dependent • Listen to someone speaking and pull out voiceprint from the spoken voice • Like dusting for prints rather than having a print-to-print comparison TYPES OF VOICEPRINTS
- 9. CAPTURE, THEN VERIFY 9 Enroll Once and Store Voiceprint • User repeats phrases or numbers generally at least three times. • Minimum 1.5 seconds of speech Verify Many • Repeat enrollment phrases • Random numeric Text-Dependent Text-Independent Text-Dependent Text-Independent • Larger speech sample, at least a minute • May require at least 30 seconds of speech, typically “eavesdropping” on a conversation with an agent
- 10. 10 COMBINE WITH LBS FOR GREATER SECURITY
- 14. 16 USE CASES FOR LBS
- 15. Use Cases 17 LOCATION-BASED SERVICES • Locate callers in inbound calls or text messages: Bypass the “What’s your ZIP code” step • Store, branch, ATM, … locators • Local information services • 511 road assistance • Mobile marketing (with geo-fencing) • Workforce Management • Fraud detection (multi-factor authentication)
- 16. New Services Available • Cell-tower lookup • Assisted GPS Characteristics • Works for all major carriers in US and Canada • Lookup accuracy between a few yards and a mile • Doesn’t work all too well indoors LOCATION-BASED SERVICES Status Quo (2012)
- 17. Coverage – As it was 19 LOCATION-BASED SERVICE
- 18. New Services available • Cell-tower lookup • Assisted GPS • IP Location • available for 3.4 billion connected devices worldwide • WiFi location (great accuracy indoors) • Device-based GPS • Landline location (North America) • Global Cell ID New Services (2013) Location Based Services Single API Works with best or cheapest available method
- 19. Coverage – Now 21 LOCATION-BASED SERVICE
- 20. Types of Lookups 22 LOCATION-BASED SERVICES • Fast • Works on any handset • Moderate accuracy • Slower • Requires GPS unit on device • High accuracy
- 21. Landline 23 LOCATION-BASED SERVICES • Find and verify name, address, lat/long and telephone information for 130 million landline phone numbers • Covers residential, business and government numbers, VoIP providers and non-published numbers • Current and accurate data, updated daily • Use cases: • Call centers, IVR systems, security services, emergency services, credit and collections, risk management applications
- 22. Geo IP 24 LOCATION-BASED SERVICES • Uses user’s IP address for a real-time lookup of Lat/long, state and zip code • Works with all types of user connections • Non-invasive, no additional privacy disclosures needed • Useful in apps and mobile web application • Localizing content and currency, personalizing advertising, targeting special offers • Combine with other lookup methods for multi-factor authentication
- 23. Network WiFi 25 LOCATION-BASED SERVICES • Device location based on network names of WiFi Access Points • Available on >189 mio WiFi access endpoints worldwide • Measures the received signal strength of access points and trilaterates the position • Accuracy is typically very good, down to 10-20 meters • WiFi access point location is changing quickly, so having access to a source that is up to date is important. • Used to “locate” users that access services from SmartPhones & Tablets: Fraud management, Mobile gaming, Mobile Lottery
- 24. Global Cell ID 26 LOCATION-BASED SERVICES Cell tower lookup when roaming internationally (200+ countries).
- 25. Problem: Geo-Location can be spoofed easily 27 What about the On-device GPS Unit? GPS Unit not useable for fraud detection or multi-factor authentication Location Spoofing Apps available in App stores
- 27. 31 • Compliance is EXPENSIVE • Voxeo makes it easier • PCI-compliant hosting operations with Level 1 certification – the highest level achievable • No storage of sensitive data • Software ready for on- DELIVERING SECURE TRANSACTIONS
- 28. Secure, PCI-compliant credit card capture and processing over the phone Integration with major payment processors Secured connection to existing customer-based order management backend systems (SSL/HTTPS, VPN) Supports touch-tone and optionally speech recognition Multi-lingual caller interaction Customizable greetings, prompts, application parameters Reduced professional services costs through parameterizable template approach Out-of-the-box reporting on IVR usage and caller behavior Payment IVR: General Features
- 29. Payment IVR Solutions • Standalone secure payment IVR application • Dedicated 800# Solution 1: “Standalone” • Seamless integration of secure payment option as part of an existing IVR portal Solution 2: “IVR Sub-Dialog” • Seamless integration of secure payment option as part of a CSR interaction Solution 3: “CSR Transfer”
- 30. Standalone IVR application, end-to-end hosted by Voxeo Dedicated phone number (e.g. 1-800-…) • Can be owned by customer or managed by Voxeo • Voxeo is a RESP ORG and carrier agnostic, can route around carrier outages Customized greeting Solution 1: Standalone • Standalone secure payment IVR application • Dedicated 800# Solution 1: “Standalone”
- 31. Identifies caller and payment through customizable prompting Integrates with customer’s order management • Lookup order or payment information • Update backend after payment transaction (success, different failure codes) Optional transfer to call center at end of call Solution 1: Standalone
- 32. Solution 1: Diagram IVR Browser PSTN IVR Application Server Payment Gateway SecuredConnection Order Management Backend System CUSTOMER
- 33. Caller interacts with existing IVR portal, selects payment option Existing IVR transfers call to Voxeo-hosted payment IVR A) Pass information on caller and payment via telephony parameters (custom SIP headers, UUI field) and/or backend call OR B) Payment IVR re-authenticates caller (“as if standalone”) Solution 2: IVR Sub-Dialog • Seamless integration of secure payment option as part of an existing IVR portal Solution 2: “IVR Sub- Dialog”
- 34. Integrates with customer’s order management • Lookup order or payment information • Update backend after payment transaction (success, different failure codes) Optional transfer to call center at end of call, or back to original IVR Solution 2: IVR Sub-Dialog
- 35. Solution 2: Diagram IVR Browser IVR Application Server Payment Gateway SecuredConnection Order Management Backend System CUSTOMER IVR PortalPSTN
- 36. Caller interacts with CSR, needs to make payment CSR transfers call to Voxeo-hosted payment IVR, frees CSR for next call A) Pass information on caller and payment via telephony parameters (custom SIP headers, UUI field) and/or backend call OR B) Payment IVR re-authenticates caller (“as if standalone”) Solution 3: CSR Transfer • Seamless integration of secure payment option as part of a CSR interaction Solution 3: “CSR Transfer”
- 37. Integrates with customer’s order management • Lookup order or payment information • Update backend after payment transaction (success, different failure codes) Optional transfer to general call center queue at end of call, or to original CSR Solution 3: CSR Transfer
- 38. Solution 3: Diagram IVR Browser IVR Application Server Payment Gateway SecuredConnection Order Management Backend System CUSTOMER PSTN
- 40. Numbering API 44 • Distinguish cell phones and landline phones • Get information about mobile carrier (carrier name) for an MSISDN • Works for all carriers that route calls in the US OPERATOR LOOKUP ?
- 41. Early Adopter Use Cases 45 • Eliminate unnecessary IVR prompts • Intelligent use of SMS (for notification or authentication) • Integration of mobile device workflows OPERATOR LOOKUP
- 48. Customer Experience 52 One tap multi-modal biometric protection that improves customer experience
- 49. • Enhance security and convenience at the same time • “Who you are” vs. What you have/know • Bi-modal vs single biometric • Take advantages of capabilities of the devices • Next generation for customer experience Voice+Face ID can provide seamless and secure biometric access to mobile apps Customer Experience 53
- 50. • FA 0.01% and lower for multi-modal verification (at FR 2%) • Patent Pending: Liveness detection through linking speech and face movement during the utterance. MULTI-MODAL APPROACH DRASTICALLY REDUCES EER Enhanced Security 54
- 51. Benefits MULTI-BIOMETRIC APPROACH • Extremely high accuracy • Easy to use • Easy to integrate • No need for additional hardware 55
- 52. QIVOX 56
- 53. Introducing Q:Fraud Reduces fraud while keeping transactions in motion Q:Fraud detects and flags whenever a mobile communication is suspect UK ONLY CURRENTLY
- 54. • SIM SWAP Detect SIM card swapped for ID theft • Divert Detect Intercepting redirected communications • Geo-Location Identify location of device to influence risk factors Q:Fraud: Key Features
- 55. • Voice Biometrics • Verifying identity theft, establishing gender • USSD • Channel removing potential for forwarded communications within post transaction confirmation • CLI Detection • Detecting inbound calls that are using spoofed Caller IDs Q:Fraud: Key Features
- 56. SECURITY IN THE CONTACT CENTER 60
- 57. The Power of Aspect+Voxeo 61 Security in the Contact Center A Revolutionary Relationship.
- 58. Risk, Challenge and Opportunity Securing Customer Interactions Risk Fraud Abuse Data Integrity Liability Challenge Customer Experience Compliance Managing Costs Opportunity Voxeo Technology Aspect Technology Qivox Technology Integrated Cloud Solutions Competitive Advantage 62
- 59. 63 Security in the Contact Center Customer Experience Network Intelligence Caller Intelligence Agent Intelligence Aspect Products Voxeo Platform Qivox Solutions Voxeo Cloud Aspect Services Making it Easy
- 60. Gordon Cloke – gcloke@voxeo.com Andreas Volmer – avolmer@voxeo.com THANK YOU!