Voice Biometric Authentication

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You can use voice biometrics to authenticate contacts The person interacting with an agent, IVR, or bot in your contact center. on voice channels Various voice and digital communication mediums that facilitate customer interactions in a contact center.. This method uses voiceprints to authenticate contacts over the phone. Every person has a unique voiceprint, just as they have unique fingerprints. It only takes 0.5 to 3 seconds of normal, conversational speech for a voice biometric service to determine if the caller is who they claim to be.

Currently, CXone Mpower supports a passive methodology for voice biometrics. This means the voice biometrics provider uses ordinary conversational speech to verify the contact's identity. An active methodology requires the contact to speak a specific pass phrase, so the phrase and the voiceprint much match. Voice Biometrics Hub does not currently support an active methodology.

Voice biometric authentication works on all voice channels. You can learn more about using voice biometrics for live agents or IVRs and virtual agents.

Supported Voice Biometric Providers

The following table describes the voice biometrics providers you can use with CXone Mpower.

Provider	Live Agents	IVRs/Virtual Agents	Methodology
Omilia Voice Biometrics (DEVone)	Yes; set up in Agent Assist Hub using the Omilia Voice Biometrics (DEVone) agent assist application. This option requires custom scripting. Omilia Voice Biometrics (DEVone) is supported in MAX and CXone MpowerAgent.	Supported with an Omilia (DEVone) virtual agent only. You can use the voice biometrics miniapp that's built into the Omilia platform. No setup is required in CXone Mpower. Not supported in IVRs Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both..	Passive.
Nuance Gatekeeper	Not supported.	Yes, IVR and virtual agents. Set up in Voice Biometrics Hub. This option requires custom scripting.	Passive.

Provider

Live Agents

IVRs/Virtual Agents

Methodology

Omilia Voice Biometrics (DEVone)

Yes; set up in Agent Assist Hub using the Omilia Voice Biometrics (DEVone) agent assist application. This option requires custom scripting.

Omilia Voice Biometrics (DEVone) is supported in MAX and CXone MpowerAgent.

Supported with an Omilia (DEVone) virtual agent only. You can use the voice biometrics miniapp that's built into the Omilia platform. No setup is required in CXone Mpower.

Not supported in IVRs Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both..

Passive.

Nuance Gatekeeper

Not supported.

Yes, IVR and virtual agents. Set up in Voice Biometrics Hub. This option requires custom scripting.

Passive.

Voice Biometrics Hub

Voice Biometrics Hub allows you to manage the connections between CXone Mpower and your voice biometric provider. When you add a connection to a voice biometric provider, you provide the information CXone Mpower needs to communicate with the provider. This is one step in the process of integrating voice biometrics into CXone Mpower.

You must set up profiles in Voice Biometrics Hub for all use cases of voice biometric authentication. This includes interactions with live agents, IVRs, and virtual agents.