voxeo summit day 2 - securing customer interactions

Voice Biometrics, PCI, Location-Based Services, and More!

SECURING CUSTOMER INTERACTIONS

Risk, Challenge and Opportunity

Securing Customer Interactions

Risk

FraudAbuseData IntegrityLiability

Challenge

Customer ExperienceComplianceManaging Costs

Opportunity

Voxeo TechnologyAspect TechnologyQivox TechnologyIntegrated Cloud SolutionsCompetitive Advantage

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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)

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Voice Phishing (Vishing), social engineering attacks, fraudulent card activation, fraudulent financial transactions, premium rate toll fraud, employee errors and breaches

VOXEO SECURITY SUITE

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VOXEO SECURITY SUITE

VOICE BIOMETRICS

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• Static passphrase or number

• Random numeric

• Will by definition be language dependent

• Minimum 1.5 seconds of speech

Text-IndependentText-Dependent

“Please say 9, 5, 2, 1”

• 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

CAPTURE, THEN VERIFY

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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 leasta minute

• May require at least 30 seconds of speech, typically “eavesdropping” on a conversation with an agent

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COMBINE WITH LBS FOR GREATER SECURITY

Estimated EnrolleesThousands

LOCATION-BASED SERVICES

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LOCATION-BASED SERVICES

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USE CASES FOR LBS

Use Cases

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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)

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 SERVICESStatus Quo (2012)

Coverage – As it was

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LOCATION-BASED SERVICE

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 APIWorks with best or cheapest available method

Coverage – Now

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LOCATION-BASED SERVICE

Types of Lookups

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LOCATION-BASED SERVICES

• Fast• Works on any

handset• Moderate

accuracy

• Slower• Requires GPS unit on

device• High accuracy

Landline

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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

Geo IP

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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

Network WiFi

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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

Global Cell ID

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LOCATION-BASED SERVICESCell tower lookup when roaminginternationally (200+ countries).

Problem: Geo-Location can be spoofed easily

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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

PAYMENT CARD PROCESSING

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• 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-premise PCI audits

DELIVERING SECURE TRANSACTIONS

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

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”

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”

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

Solution 1: Diagram

IVR

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PSTN

IVR

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Backend System

CUSTOMER

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”

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

Solution 2: Diagram

IVR

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IVR

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Order ManagementBackend System

CUSTOMER

IVR PortalPSTN

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 callOR

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”

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

Solution 3: Diagram

IVR

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IVR

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Order ManagementBackend System

CUSTOMER

PSTN

OPERATOR LOOKUP

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Numbering API

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• 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

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Early Adopter Use Cases

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• Eliminate unnecessary IVR prompts• Intelligent use of SMS (for notification or authentication)

• Integration of mobile device workflows

OPERATOR LOOKUP

ANI VERIFICATION

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Spoof DetectionANI VERIFIER

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ANI SPOOF DETECTION

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ANI SPOOF DETECTION

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EMERGING TECHNIQUES

FACIAL RECOGNITION

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Customer Experience

One tap multi-modal biometric protection that improves

customer experience

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• Enhance security and convenience at the same time

• “Who you are” vs. What youhave/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

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• 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

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Benefits

MULTI-BIOMETRIC APPROACH

• Extremely high accuracy • Easy to use • Easy to integrate • No need for additional hardware

QIVOX

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Introducing Q:Fraud

Reduces fraud while keeping transactions in motion

Q:Fraud detects and flags whenever a mobile communication is suspect

UK ONLY CURRENTLY

• SIM SWAPDetect SIM card swapped for ID theft

• Divert DetectIntercepting redirected communications

• Geo-LocationIdentify location of device to influence risk factors

Q:Fraud: Key Features

• 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

SECURITY IN THE CONTACT CENTER

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The Power of Aspect+Voxeo

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Security in the Contact Center

A RevolutionaryRelationship.

Risk, Challenge and Opportunity

Securing Customer Interactions

Risk

FraudAbuseData IntegrityLiability

Challenge

Customer ExperienceComplianceManaging Costs

Opportunity

Voxeo TechnologyAspect TechnologyQivox TechnologyIntegrated Cloud SolutionsCompetitive Advantage

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Security in the Contact Center

Customer

Experience

Network Intelligen

ce

Caller Intelligen

ceAgent

Intelligence

Aspect ProductsVoxeo PlatformQivox Solutions

Voxeo Cloud

Aspect Services

Making it Easy

Gordon Cloke – gcloke@voxeo.comAndreas Volmer – avolmer@voxeo.com

THANK YOU!