voxeo summit day 2 - securing customer interactions
DESCRIPTION
TRANSCRIPT
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
Bro
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PSTN
IVR
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licati
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Serv
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Payment Gateway
Se
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ion Order Management
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
Bro
wser
IVR
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licati
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Serv
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Payment Gateway
Se
cure
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nect
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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
Bro
wser
IVR
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pp
licati
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Serv
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Payment Gateway
Se
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nect
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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
