Monthly Archives: December 2014

Enacomm CEO Writes on Biometrics Authentication for CRMXchange and Paybefore

CRMXchange logoRemember being fascinated by iris recognition, fingerprint scanning and voice analysis in movies like Men in Black, Mission: Impossible, and Minority Report? Thanks to new advancements, biometrics technology will soon transform the customer experience, too, allowing consumers to be identified based on their unique personal attributes.

In a new guest column for CRMXchange, Enacomm CEO Michael Boukadakis points out that “fraud, identity theft and data attacks are disproportionately plaguing our nation — breaches involving U.S. entities accounted for 41.1 percent of incidents worldwide, according to Risk Based Security.” Traditional forms of account authentication, Boukadakis explains, are no match for modern forms of fraud – but biometrics authentication can thwart sophisticated schemes. In the financial space, companies can use biometrics to control who has access to personal information and card data.

According to the article:

For organizations big and small, voice authentication is now a financially and operationally feasible application of biometrics technology…A voiceprint is distinctive like a thumbprint, but rather than an impression of the lines upon a fingertip being scrutinized, a sophisticated analysis of hundreds of voice characteristics is conducted. An algorithm is applied to break up and map each unique voice identity, which is then stored in an encrypted file. An individual can then be accurately identified and authenticated in real-time by matching particular characteristics of his or her spoken words every time he or she calls.

Not only will there be a significant increase in the adoption of biometrics to safeguard financial transactions, but the technology will also be used to improve everyday events such as turning on lights, starting a car, or buying coffee at Starbucks.

paybefore logoBoukadakis also recently penned a guest article for Paybefore, titled “A Soon-to-Be Must-Have: Biometrics Authentication for Customer Service.” Capturing the identity fraud crisis in numbers, the piece states:

There were more than 12 million identity fraud victims in 2012, and fraudsters stole nearly $21 billion, according to Javelin Strategy & Research. This is about one victim every 3 seconds. Large data breaches provide account and personal information to fraudsters, who then use it to access individuals’ accounts. America leads the world in the number of payment card accounts, including prepaid, that have been breached. Business Insider reports that payment card breaches cost card issuers $3.4 billion in 2012 and merchants another $1.9 billion.

Boukadakis observes that “voice biometrics technology has improved along with the underlying communications channels, reducing the cost of a single authentication to pennies per instance. Compare this to the cost for a customer service representative to authenticate a customer, which could easily be $2.”

As part of an onboarding and authentication system, biometrics can be combined with advanced knowledge-based authentication. Voice biometrics authentication, in particular, is incredibly reliable and shouldn’t be compared or confused with voice recognition. A voiceprint is distinctive like a thumbprint, but even more reliable than fingerprinting with a 99.99 percent success rate. Of interest, fingerprinting can provide misleading results due to contextual bias. Making his case, Boukadakis provides an example of the FBI mistakenly matching a partial fingerprint found on a bag of detonators linked to the March 2004 terrorist bombings in Madrid to Oregon lawyer Brandon Mayfield.

How are customers authenticated with voice biometrics? Using inbound or outbound calling, texts, a mobile application or Web browser. And voice authentication can be integrated with new or existing interactive voice response (IVR) and call center systems. When a customer calls the IVR, he or she can authenticate in real time, or if speaking with a customer service representative (CSR), the CSR can send the customer a text message with a “talk back” link. Alternatively, the cardholder could be connected to a mobile Web browser to authenticate. Because call centers and customer service reps don’t have to repeat account verification or identification questions, 20 percent or more of their time can be saved, resulting in reduced costs and a much-improved customer service experience.

While PINs and other authentication data can be breached, customers’ voices cannot be compromised or stolen. With heightened security concerns and the need for multiple methods of authentication, voice biometrics is one of the best ways to arm your organization against fraud.

To learn more about Enacomm Voice Authentication (EVA), give us a call at 877-860-0025 or send an email to sales@enacomm.net.

Enacomm Celebrating Success with an “Attitude of Gratitude”

What better way to celebrate a year of success than with an “attitude of gratitude”? That was the theme of Enacomm’s 2014 Christmas Dinner, which took place on Friday, December 12th. Held at The Summit Club in downtown Tulsa, Oklahoma, the evening was filled with good food, camaraderie and fun!

In years past, the Enacomm family exchanged gifts. This year, the team brought non-perishable food items to be donated to the Community Food Bank of Eastern Oklahoma. The collective generosity was abundant, truly capturing the holiday spirit. Enacomm collected over 140 pounds of much needed food items – that’s equivalent to approximately 9 grocery bags filled to the top!

Steve Bryce, Senior Operations Manager for Enacomm, and his two sons who are avid boy scouts delivered the combined food donation on Saturday, December 13th. Afterward, they even volunteered with the rest of their troop to work at the Food Bank sorting donations. Santa isn’t going to be putting any coal in their stockings!

Working at Enacomm isn’t just going to a job; it’s joining a family and developing a fulfilling career. Enacomm offers competitive salaries and benefits, including:

  • Health insurance including medical and dental with optional vision
  • Paid vacation
  • Flexible Spending Account (FSA)
  • 401(k)
  • Disability & life insurance
  • Bereavement, jury duty, and military service leave
  • Employee recruitment incentives

To learn more about Enacomm, a leading provider of intelligent self-service for IVRs, call centers and mobile, go to www.enacomm.net.

Happy Holidays!

Ena-CFB DonationsCFB-1CFB-2

 

Enacomm Joins Customer NetSpend in Giving over $30K

Today, Enacomm joins NetSpend and other sponsors to give over $30,000 to individuals and organizations in our communities. Paying bills, buying groceries, pumping gas, and donating to local nonprofits – giving back with gratitude!

NS gives back

A customer of Enacomm, NetSpend is a leading provider of reloadable prepaid debit cards and related financial services. To learn about the products and services that Enacomm provides NetSpend and other organizations in a variety of industries including Prepaid/Cash Card, Financial, Health Care and Utilities, click here. To speak with an Enacomm team member, call 1-877-860-0025 or email sales@enacomm.net.

Enacomm looks forward to bringing intelligence to your customer self-service!