Gartner Research

Using Voice Biometrics and Phone Printing to Secure Telephony and Authenticate Callers

Published: 30 July 2013

ID: G00250721

Analyst(s): Avivah Litan


Voice biometrics and phone printing are used to prevent fraud and authenticate users of call centers, help desks and mobile applications. These technologies lower call handling and customer service costs, and improve user experience.

Table Of Contents
  • Key Challenges


  • Key Drivers for Adoption of Voice Biometrics and Phone Printing
    • Failures of Current Authentication Methods
    • Fraud Trends Point to Need for Securing Telephony Channels
    • Productivity and Application Benefits


  • Use Voice Biometrics and Phone Printing to Strengthen User Authentication and Fraud Prevention Across Multiple Channels
    • Voice Enrollment: Active Versus Passive
    • Phone Printing
  • Before Implementing Voice Biometrics or Phone Printing, Align and Motivate Organizational Units That Have Different Objectives, but Can Each Benefit From These Technologies
  • Clearly Define Requirements Before Evaluating Vendors
    • Pricing
    • Detractors

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