The contact center glossary covers many of the most common vocabulary, measurements and technologies related to call center software and customer experience.

Voice Biometrics

With the continued rise of identity theft and also the desire by companies to securely help customers access information as rapidly as possible, “voice biometrics” has emerged as a way to answer these challenges and secure customer data. Voice biometrics can be used alone to provide a convenient method of authentication via “voiceprints”, or as part of a two-factor authentication process, combined with something the customer “knows” (like a password or PIN) or “has” (like a cell phone with a caller ID, or a credit card) to provide an extra layer of security for sensitive information and financial transactions.