Why are Help Desk Agents Still Resetting Passwords?

I’ve seen estimates that 40%+ of help desk transactions are password reset related. Voice biometrics can enable users to reset their own passwords without help desk intervention. Automated self-service password reset applications provide significant benefits to the IT organization, including:

1) Reduces costs – no need for live agent
2) Improves service – available 24/7, never a wait for a live agent and faster service
3) Increases security – voice biometrics is more secure than challenge questions to verify a user’s identity questions

Automated password resets is a relatively simple process. The user calls the help desk IVR, selects the password reset option, enters one factor of authentication (e.g., account number) and validates their identity by providing a voiceprint sample. Once the user's identity is verified, the system generates a new password and either emails or speaks it over the phone.

Three Good Reasons Why Call Centers Should Use Automated Speaker Verification

Call centers should all be using automated speaker verification (voice biometrics) in conjunction with their IVR systems. Here are three reasons why:

1) May reduce operating costs (e.g., eliminates the need for agent-led, manual verification of callers -- savings of 20-40 seconds per call)
2) Improves customer service (gets the caller to the service or information they need quicker)
3) Enhances security (reduces potential fraud due to social engineering)

Also, financial institutions and health care providers can satisfy multi-factor compliance by using voice biometrics.