Table of Contents
OVERVIEW
KEY MESSAGES
- Customer interactions are becoming increasingly complex
- Voice biometrics technology is mature enough for deployment in
customer-facing solutions
- Improving customer service is currently the main driver for enterprise
investment
- The labyrinthine competitive landscape confuses enterprise customers
- Successful deployment of voice biometrics hinges on education
MARKET OPPORTUNITY
- Multiple identity disorder
- Authenticating identities
- Security and service for multiple identities
- Modes of authentication
- A brief overview of biometric technologies
- Defining voice biometrics and voice authentication
- Voice biometric solution taxonomy
- Employee-facing applications
- Consumer-facing applications
- Government applications
- Types of voice biometrics technology
- Text-dependent voice biometrics
- Text-independent voice biometrics
- Text-prompted
- Assessing the efficacy of voice biometrics technology
- Voice biometrics: a diverse set of enterprise benefits
- Compliance drives need for better record keeping and security
- The voice channel is the weakest point of entry
- Enterprises prioritize customer retention through better service
- Cost savings by reducing call handling times and enhancing agent
productivity
- Voice biometrics in the present and the future
- New deployment models spur interest
- Scenario 1: 2011 will be the watershed for voice biometrics
- Scenario 2: deployments in large-scale enterprises never leave pilot
- Scenario 3 (the voice biometrics fail scenario): consumers refuse to
accept the technology
TECHNOLOGY FOCUS
- How secure is voice biometrics?
- Countermeasures against attacks
- Crossing channels and background noise
- Technical limitations
- Conclusion
CUSTOMER IMPACT
- Developing a voice biometric solution
- Identify specific business goals
- Designing the system to meet business goals
- Fallback strategies
- Testing, tuning and calibration
- Some final dos and don' ts
- Case study 1 (pilot)
- Top-five bank deploys Convergys' s On-Demand Voice Authentication,
powered by TradeHarbor' s Voice Signature ServiceSM
- Case study 2
- Case study 3
- Case study 4
COMPETITIVE LANDSCAPE
- The current landscape
- Who' s who and who does what
- Providers of voice biometrics technology and/or services
- Agnitio
- IBM
- Nuance
- PerSay
- Salmat VeCommerce
- TradeHarbor
- VoiceVault
GO TO MARKET
- Recommendations for enterprises
- Implement an internal pilot to educate employees
- Publicize the solution to educate the general public and push enrollments
- Use the internet and social networking sites to drive awareness and
listen to customer feedback
- Voice biometrics is a marketing opportunity
- Keep testing the solution
- Recommendations for vendors
- Push the solutions, not the technology
- Partner with consulting firms and systems integrators
- Offer a range of deployment models
- Seamless migration strategy out of the recession
- Flexible pricing strategies
- Case studies are key to market presence
APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
TABLES
- Table: Deployment model splits for voice biometrics
- Table: Global spending on voice biometric solutions for scenario 1
- Table: Global spending on voice biometric solutions for scenario 2
FIGURES
- Figure: Digital identities in an entity
- Figure: Speaker identification
- Figure: Voice verification
- Figure: Equal error rate
- Figure: Threshold of voice biometrics
- Figure: Stages of customer opt-outs
- Figure: Market trajectory of voice biometrics
- Figure: Deployment model splits for voice biometrics
- Figure: Global spending on voice biometric solutions for scenario 1
- Figure: Global spending on voice biometric solutions for scenario 2
- Figure: Anatomy of the voiceprint
- Figure: Convergys/TradeHarbor solution call flow
- Figure: Bell Canada call flow
- Figure: NAB call flow
- Figure: TD Waterhouse call flow
- Figure: Voice biometrics vendor snapshot
|
Related Report
|
View Cart
