Verint Named a Leader in Voiceprint Recognition by Opus Research

Verint® Systems Inc., a customer engagement company, recently announced that it has been named a leader in voiceprint recognition by Opus Research in its latest survey. Opus Research's 2019 Intelligent Identity and Voiceprint Recognition Intelliview Research Report points out that Verint's product and service capabilities are profound, especially its identity analysis solutions, which have unique advantages in the industry and can help enterprises and institutions improve security and prevent fraud.

The solution leverages a recording platform to greatly enhance the security of customer interactions, using voiceprint recognition technology to verify the identity of callers more quickly and easily than traditional identity verification methods. In addition, the solution uses a multi-verification approach that combines voiceprint recognition, phone analytics, and self-service behavior analytics to effectively detect fraud and intercept repeat fraudsters.

“As more and more customers expect to engage with businesses in a conversational way across channels, businesses need to quickly roll out a simple, consistent and reliable authentication method,” said Dan Miller, chief analyst and founder of Opus Research. “It is a smart move for Verint to incorporate voiceprint recognition technology into its identity and speech analytics framework and overall customer engagement solutions.”

The report points out that as a company with global business coverage, Verint has a deep understanding of customer interaction, customer experience and contact center operations, with a market share far ahead in the industry and a widely recognized brand strength. For decades, Verint has used its expertise and rich experience in speech analysis to continuously improve customer experience, analyze customer voices, provide keen insights, protect the information security of companies and their customers, and prevent criminals from committing fraud through contact centers. In addition, Verint has also introduced a number of technologies and best practices for integrated identity analysis systems to help companies improve customer experience, improve operational efficiency, and reduce losses caused by fraud by shortening caller identity verification time.

The Verint solution also features double-checking capabilities for identity verification and fraud detection, as well as conversation indicator signals and behavioral analytics that alert agents immediately if the system detects a suspicious caller.

“As a customer engagement company, we understand that it’s not easy to strike a good balance between delivering an effortless, efficient and convenient customer experience and preventing fraud,” said Nancy Treaster, senior vice president and general manager of strategic operations at Verint. “That’s one of the reasons we continue to invest in voiceprint recognition solutions, which allow companies to enhance security in a way that’s straightforward to customers, thereby reducing losses from fraud.”