Secure SIp for Financial Services
Solutions for Fraud Prevention and Improved Customer Service
Deliver Increased Security While Automating Authentication
Fraud Prevention
Phone fraud is a costly issue for banks and credit unions. Pretending to be an employee, fraudsters contact victims under the premise their account has been breached. They may even spoof the bank’s main phone number to appear credible. By asking the customer to confirm information, they obtain account numbers, passwords and other data. They then call the bank or credit union with an intent to gain access to the account and the customer’s funds.
The contact center agent is in the difficult position of interrogating the caller while providing good service. If the fraudster does their homework, they can easily answer typical security questions such as social security number, mother’s maiden name or even a favorite pet. All easily obtained online.
To block these attempts, Altigen has created Secure SIP, a service that incorporates both TrustID Call Authentication and Voice Biometrics to automatically authenticate calls coming into Fiserv’s ConvergeIT® IVR or Contact Center.
Call Authentication
Altigen uses TrustID authentication to calculate the trust level of every call. Using phone origination, real-time and historical carrier data, it categorizes a call as High, Normal or Low Trust. Network forensics occur while ringing so the caller is unaware.
If a customer calls ConvergeIT® IVR and authenticates with High Trust, they are given the option to activate Easy Access. After recording a phrase, TrustID and Voice Biometrics are also associated with their account. The next time they call into the IVR, they can automatically access their account just by saying a phrase.
If the customer calls the Contact Center, they can be routed to the IVR for preauthentication. Enabling a customer to easily access their account or authenticate before speaking with an agent provides a great customer experience with the highest level of security.
Voice Biometrics
Altigen uses Call Authentication and Voice Biometrics to create a powerful security combination. TrustID allows us to verify a call is legitimate. By adding Voice Biometrics we’re able to confirm the call is valid and identify the person calling.
Biometrics uses a person’s speech as a uniquely identifying biological characteristic. After the customer’s phrase is recorded, we create an encrypted digital signature based on their voice identity. The customer’s actual voice recording is not stored, so there is not a risk of privacy or concern that their voice could ever be misused.
Nearly 50% of customers would prefer to use digital self-service vs. speaking to a live service agent. ** ConvergeIT IVR is available 24×7, provides the highest level of security and empowers customers and members to easily and quickly get account information or conduct a transaction. Provide the experience many customers and members prefer while upgrading your authentication process.
**ACA Study
