The companies are already working to offer voice biometrics in Vidyo and the Canadian giant’s contact center solutions.
Video conferencing with facial biometrics
Enghouse Interactive, a leading global provider of contact center and video collaboration software, and Veridas, a world leader in biometric solutions for digital identity verification development, have unveiled their joint video conferencing solution with facial biometrics.
This integration, which has already attracted the interest of major financial institutions, allows agents to verify the identity of customers while conversing with them remotely, in just milliseconds, and with an accuracy of more than 99.9%.
The joint solution, which can be easily integrated into any customer communications platform, significantly increases fraud detection capabilities by comparing the customer’s face in the video call with the customer’s registration data, either a photo or an identity document.
This process is frictionless in terms of user experience and, instead, allows the agent to verify the customer’s identity automatically or manually, as many times as necessary, with a simple click. The results are immediately displayed on the agent’s console, and he can accept or reject the initiated transaction if the minimum requirements established by the institution are not met.
Exploring new avenues of collaboration
Within the framework of the partnership agreement between Veridas and Enghouse, both companies are already working on the incorporation of complementary biometric solutions that favor the creation of new use cases for their customers. These include a completely digital onboarding processes implementation, including document verification, facial biometrics, and voice biometrics, so that the solutions can be offered to both new and existing customers within Vidyo.
They are also exploring together the incorporation of Veridas’ cutting-edge voice biometrics solution as a method of authentication in call centers, being able to verify the identity of users with just 3 seconds of voice, in any language and without the need to repeat a specific text.
What do the companies think?
In this sense, Ignacio del Castillo, Director of the Alliances Area of Veridas insisted on the essential of this relationship that has been established between both companies: “We are very excited about the alliance with Enghouse because of the great potential of application of our biometric authentication solutions, face, and voice, in final customer solutions”. He added: “The integration of Veridas’ facial biometrics into Enghouse’s Vidyo platform brings Veridas even closer to contact centers in Spain and Latam. The great team of professionals that we have found in Enghouse and the quality of their solutions is the pillars to make this collaboration a success.
The Enghouse team also highlights how important it is to have a video channel in these times, in fact, JL Castaños, Vice President of Sales at Enghouse, said that “the introduction of Vidyo in contact center interactions has accelerated exponentially since the beginning of the COVID-19 pandemic. This new channel introduces additional benefits over other types of interactions, especially the ability to establish bonds of greater trust between interlocutors by being able to add to the conversation the additional information that is provided in the communication through the expression of the face”
He also noted: “With the integration of Veridas facial biometrics we have gone a step further, enabling the verification of the interlocutor in a completely natural and transparent way”.
About Enghouse
Enghouse Interactive, a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center and video collaboration software, delivering optimized customer services and transforming the contact center from a cost center to a powerful growth engine. Our practices and solutions enable companies to meaningfully leverage everyday customer interactions to extract critical insights that increase customer loyalty and uncover new profitable and valuable opportunities.
In 2019, Enghouse Systems Limited acquired Vidyo, a pioneer in collaborative video solutions based in New Jersey (USA), intending to enrich its omnichannel offering for its contact center solutions. With the integration of Veridas’ biometric solutions within Vidyo, the idea of enabling companies to strengthen their digital communication channels with customers by verifying their identity while improving the conversion funnel, customer experience, and fraud prevention is being driven forward.
About Veridas
Veridas is a leading global company specializing in developing digital identity verification technologies through facial and voice recognition. Founded in 2017, it has a team of more than 130 people, mostly Spanish engineers. Veridas produces technology globally for more than 70 customers worldwide, supporting use cases in Financial Services, Telecommunications, Sharing Economy, E-Commerce, Gaming, Government, Tourism, Insurance, Mobility, etc.
Veridas develops in-house 100% of the biometric software to verify the real identity of individuals, with a secure design and respect of users’ data protection. The security and accuracy of all the technology, including facial recognition, voice recognition, and document verification, provide certainty in the digitization of companies, administrations, and people’s daily lives.
For this reason, in addition to complying with regulations (such as the RGPD), the software is subjected to the evaluation requirements of independent bodies such as NIST (National Institute of Standards and Technology) in the USA, or ISO 30.107 iBeta Level 1 PAD, among others.
