Voice Verification

The Voice ID project enables secure customer authentication through voice recognition for contact center professionals. Enrollment is performed during calls, while authentication is handled through the IVR system, which verifies the caller’s voice and communicates match results to the central system. The servicing platform uses these results to determine next steps, such as displaying fraud alerts or allowing normal servicing. Initially launched for fraud servicing, the feature mirrors the existing IVR-based enrollment experience and will expand to other servicing roles over time. Enrollment consent is captured through a portal, while backend processes for voice data handling remain unchanged and continue through existing system integrations for fraud and credit validations.