ICCCT2025

Mr. Siva Venkatesh Arcot

Voice Biometrics in Contact Centers - Revolutionizing Security and Customer Experience.

Abstract:

In today’s rapidly evolving digital landscape, contact centers face increasing challenges in ensuring secure and seamless customer authentication while maintaining operational efficiency. As security threats such as identity fraud and deepfake audio manipulation become more sophisticated, the need for advanced authentication methods has never been greater. Voice biometrics offers a transformative solution by leveraging unique vocal characteristics to enable secure, real-time identity verification.

This presentation will explore how voice biometrics enhances security, reduces fraud, and improves the customer experience in contact centers. We will discuss key capabilities such as AI-powered fraud detection, anti-spoofing mechanisms, real-time authentication, and machine learning integration, which enable contact centers to move beyond traditional authentication methods. Additionally, the seamless integration of voice biometrics with multi-factor authentication (MFA) and enterprise security systems ensures a frictionless yet highly secure user experience.

By implementing voice biometrics, businesses can streamline customer interactions, significantly reduce call handling times, and improve customer trust while mitigating security risks. This session will provide insights into industry trends, best practices, and strategies for successful implementation, ensuring organizations can leverage this cutting-edge technology to enhance both security and operational efficiency in an increasingly digital world.

Profile:

A seasoned expert with over 17 years of experience in VOIP, IP Telephony, and Contact Center solutions, with a deep specialisation in Cisco Contact Center technologies, including both on-premise and Webex Contact Center environments. Proven expertise in designing, deploying, and optimizing Contact Center infrastructures to deliver exceptional customer service experiences. Skilled in orchestrating complex migrations from on-premise systems to the cloud, ensuring smooth transitions while enhancing operational efficiency and customer journey management. Extensive experience in providing technical consultancy, project leadership, and advanced escalation handling across diverse client landscapes. Strong background in integrating AI and analytics-driven solutions within Contact Center environments, as well as managing IP PBX systems from Cisco, Mitel, Nortel Networks, and Avaya to optimize communication workflows and performance.

Mr. Siva Venkatesh Arcot

Mr. Siva Venkatesh Arcot

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