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  • 1.  Voice Authentication - Experiences, recommendations, and adoption

    Posted 07-17-2025 10:46
    No replies, thread closed.

    Hello,

    We are working on adopting voice authentication for our solution, and have proposals from a couple of vendors from the App Foundry.

    I'm wondering if anyone would like to share any experiences that they have had (positive or negative) with going down this pathway.

    One specific thing that we are wondering is what kind of adoption rate you get - How many people are willing to put their voiceprint on file so that they don't have to authenticate with traditional means the next time they call in? This goes to ROI.

    Thanks!


    #ArchitectandDesign
    #Roadmap/NewFeatures
    #System Administration

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    Rob Eckert
    AVP
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  • 2.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 07-17-2025 11:03
    No replies, thread closed.

    Great question, hopefully the community can give you some feedback 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 08-12-2025 10:13
    No replies, thread closed.

    Hi Robert,

    Unfortunately, we haven't had feedback from the community.  Did you manage to progress this any further?



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 4.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 08-13-2025 16:32
    No replies, thread closed.

    Not many folks use voice authentication...I'm guessing none of those who do saw the post :-(



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 5.  RE: Voice Authentication - Experiences, recommendations, and adoption
    Best Answer

    Posted 08-13-2025 18:33
    No replies, thread closed.

    You have several choices for this like Pindrop and Daon and Voxai as well as others on AppFoundry.  We have clients using different ones and it really depends on the type of authentication you want to offer (active or passive), if you need phone forensics, the price and model (by customers registered or by interaction), and if you need special regulatory or other local law compliance.  Usually, when a client decides to go with voice authentication, they do it for all customers or members with active authentication in the IVR or passive when they get to an agent.  They usually announce that it is required before speaking to an agent but do have allowanced for those that won't opt in.  Customers can sign up for active through the IVR or the client can initiate passive capture of voice print to be used later.  Voice authentication is not a silver bullet, but gets you closer to 100% than most other methods.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 6.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 08-13-2025 20:04
    No replies, thread closed.

    Thank you, Robert!



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    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 7.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 08-14-2025 08:44
    No replies, thread closed.

    Good Morning! 

    I've asked this question before and didn't get any feedback. We are currently in negotiations with Illuma and hope to implement within the next few months. So far they have been great and easy to work with. We've spoken with some of their customers who have nothing but good things to say. 

    Feedback about adoption rate seems to be better when it is forced to opt out rather than opt in. I have some notes and can get you in touch with our rep if you want more info! 



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    Stacey Sanchez
    PACU- Workforce Operations MGR
    Winston-Salem, NC
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  • 8.  RE: Voice Authentication - Experiences, recommendations, and adoption

    Posted 08-14-2025 09:19
    No replies, thread closed.

    Thanks, Stacey!



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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