Banking.com Publishes Expert Article from Enacomm CEO: “Bet on Biometrics in the Digital Age”

banking.com logo

Enacomm CEO Michael Boukadakis penned a new expert article for Banking.com’s recent focus on “mobile banking and banking security in a digital age.” Boukadakis’ Spotlight piece “Bet on Biometrics in the Digital Age” discusses the role of biometrics authentication in banking security. From the op-ed:

In the digital age, there is a new paradigm for banking. Most patrons expect to be able to handle their everyday needs, as well as major transactions, without setting foot in their local branch. To meet consumer expectations for on-the-go convenience, mobile banking capabilities must be expanded in conjunction with security measures.

Biometrics authentication is a critical component of mobile banking security. The technology is a win-win – for the financial industry, it offers enhanced security; for consumers, it delivers greater convenience. Organizations can adjust the technology to their desired levels of each (security and convenience), which are in an inverse relationship along a sliding scale.

Used by government intelligence agencies worldwide for decades, growth of biometric authentication in consumer banking has been made possible in recent years by the proliferation of smartphones with high-quality microphones and cameras. Thanks to advancements in technology, the process is easy for consumers; biometric authentication can be completed anytime, anywhere, in a matter of moments.

As explained by Boukadakis, voice biometrics, in particular, are highly reliable with a 99.99% success rate – even more dependable than touch identification through fingerprints. “Today, consumers can truly say Open Sesame’ to easily access their accounts and complete transactions using their mobile phones, no matter where they are,” he writes.

Go to Banking.com to read the full article to learn more about how financial organizations can match fingerprints, facial features, and voiceprints for authentication in mobile banking and benefit from the convenience offered by biometrics that goes hand-in-hand with the digital age. For more information on Enacomm Voice Authentication and Voice eSignature, click here.

 

Enacomm Quoted in InformationWeek Feature on Self-Service Data Analytics

InformationWeek logoLisa Morgan recently compiled “11 Tips For Successful Self-Service BI And Analytics” for an InformationWeek slideshow. The feature sheds light on how more people within an organization can gain insight from data and harness that information to compete.

Enacomm’s David Anderson is quoted in the multi-part article on how to “Manage Change Mindfully.” From the slideshow:

Regardless of how hard or easy tools are to use, no tool is a substitute for thinking. To get the most out of investments, organizations should make employees aware of the tools available to them, of what they can do, and of how they benefit both the user and the company.

“Lack of training is a big issue. People need to know what they can do with data,” said David Anderson, CMO of intelligent customer service solution provider Enacomm, in an interview. “People need to talk about it every day, every week: what this data means, the root causes for changes in the data, and the ability to update business processes.”

The companies wringing the most value from their self-service BI and analytics investments are integrating the use of such systems into everyday business processes. Enabling all of that typically requires technological and cultural change management.

Throughout the slideshow, Lisa also provides 10 more useful, detailed tips. The 11 pointers that Lisa shares include:

1. Lead by Example
2. Iterate
3. Keep an Open Mind
4. Actionable Insights Matter
5. Transparency Is Important
6. One Size Doesn’t Fit All
7. Manage Change Mindfully
8. Minimize Anarchy
9. Consider Reusability
10. Don’t Forget Scalability
11. The UI May Change

For an in-depth explanation of each helpful guideline, click here to view the entire InformationWeek slideshow. To learn more about Enacomm’s 4Cast, which researches hundreds of data points and accesses dozens of business policies to provide an exceptional customer self-service experience, give us a call at 1-877-860-0025 or email sales@enacomm.net.

Enacomm COO Pens Pay Op-Ed for Paybefore on Advancing Customer Self-Service

paybefore

Enacomm Chief Operating Officer David Jackson recently penned a Pay Op-ed for Paybefore on unlocking the power of IVR data. The piece, “A Modern Magnifying Glass for IVR Performance,” paints a picture of how advanced analytics tools are “enabling organizations to learn more about the effectiveness of customer self-service applications than ever before.” Here are three lessons that Jackson shares in the article, learned from building customer self-service solutions for prepaid companies and financial institutions:

  1. Log, analyze and remediate all types of IVR errors.

According to Jackson, “Next-generation analytics tools can identify at what point customer calls into the IVR experience issues and rank the top error types and locations. Thanks to advanced error-tracking, changes can quickly be made to smooth out frustrations in the IVR customer experience.”

  1. Regular IVR KPI reports enhance a real-time data dashboard.

From the piece: “While an “always-on” dashboard is useful for monitoring real-time IVR performance, a regularly scheduled, automatically generated report can make it simple for all stakeholders to keep a pulse on customer self-service. Key performance indicators (KPI), such as average call length and error, containment and authentication rates, can be distributed on a regular basis—without any human effort—enabling prepaid companies to continually monitor overall IVR health and identify trends.”

  1. Applying advanced analytics to call data is one of the best ways to rout out fraud.

Jackson explains, “Fraud control functions that continually analyze all self-service call records for fraudulent behavior can systematically prevent the wrongful financial gain of criminals. To flag suspicious activity, rules related to PIN changes, number of cards per individual, authentication failures and more can be implemented in the IVR system.”

To read Jackson’s full Viewpoints article on Paybefore’s site, click here. And to learn how Enacomm’s ViA 3400 can provide an accurate view of your company’s customer self-service, give Enacomm a call at 1-877-860-0025 – ask for Mike Kirk.

Enacomm CEO Cited on “Technologies driving the FinTech space”

untapt

 

 

Last week, Enacomm CEO Michael Boukadakis weighed in with thoughts for a new untapt piece, “Technologies driving the FinTech space.” Commenting on what technologies he sees as drivers of forward progress and disruption, Boukadakis shared the following:

“Biometrics are permeating the financial innovation space, as the technology offers viable solutions for leading concerns related to strengthening security and boosting convenience. Biometric technology will play an increasingly critical role in the industry, because financial fraud – an unsolved crisis  -is becoming ever more sophisticated. Further driving implementation, Federal Financial Institutions Examination Council (FFIEC) guidance recommends and sometimes mandates using a multi-layered, dynamic customer authentication system, for which biometrics is a fitting addition.

“Not only can biometrics and knowledge-based authentication (KBA) combine to address security concerns – for example, comparing a selfie with a stored photo at a records bureau for facial recognition – but biometrics can be applied for the sake of convenience. With voice signature technology, customers can now speak on the dotted line, improving the overall consumer experience with easier enrollment and faster processing. Voice biometrics, in particular, are highly reliable with a 99.99% success rate, but the fine-tuning of a voice authentication system impacts the degree to which it is foolproof. Organizations must weigh their desired levels of security and convenience, which are in an inverse relationship along a sliding scale.”

– Michael Boukadakis, Founder and CEO of Enacomm (@enacomm)

To read the full untapt article with additional opinions from other professionals in FinTech on mobile, UI/UX, blockchain, fractional trading, and unbanking, click here. To find out more about Enacomm’s customer authentication and intelligent interactions technologies, give us a call at 1-877-860-0025 or learn more on our website: www.enacomm.net.

Enacomm CEO Sheds Light on Voice eSignatures for Biometric Update

Biometric Update logo

For many, when the term “voice biometrics” is used, security comes to mind. But the number of applications for voice biometrics is growing to meet the needs of organizations and the demands of consumers. In a new guest article for Biometric Update, “Voice Biometrics Offer Benefits beyond Security,” Enacomm CEO Mike Boukadakis explains that voice biometrics technology is reinventing the customer sign-up process and providing new options for organizations of all sizes.

Convenience is one of the greatest benefits provided by voice authentication technology. The act of speaking is natural and easy for consumers – even when “on-the-go.” Voice e-Signature technology, for example, is now enabling consumers to speak on the dotted line, eliminating the time-consuming and expensive collection of ink-based signatures. Research shows there is a 30 to 55 percent fallout rate when a paper process is used to obtain a signature versus a telephone or smart device. That dropout rate is reduced to 5 percent or less when Voice eSignature is utilized.

Recording a customer’s voice as their signature isn’t new. Old-fashioned voice recordings have been in use for decades to approve and sign contracts, but traditional voice recordings can be altered, are difficult to store and maintain, and may degrade over time rendering useless in the event of legal actions. With voice print technology, however, a customer’s voice file and accompanying call recording can be stored for up to 10 years if needed for court proceedings or other legal challenges.

Financial institutions, insurance companies, medical practices and other organizations often require a customer or patient signature acknowledging a legal disclaimer or even a sales transaction. The technology improves the overall consumer experience by allowing companies to more efficiently serve customers, with easier enrollment and faster processing.

Voice eSignature technology also significantly saves on printing and mailing costs. According to Thomson Reuters, a smaller firm with 500 clients may spend more than $28,000 per year managing paper. In fact, related administrative costs can be cut by up to 80 percent or more by using Voice eSignatures.

As conveyed by Boukadakis in the article:

Obtaining customer signatures is a time-consuming, labor-intense and often frustrating process. Businesses and customers alike want to leave old-fashioned, cumbersome paper signature forms where they belong…in the past. Not only is pushing paper detrimental to your customers’ experience, causing costly attrition in the enrollment process, but it also adds up to significant dollars and cents.

To read the full post, head over to Biometric Update. To learn more about Voice eSignatures and how they can create convenience for your customers while saving you money, click here.

Money20/20 Media Round-Up

Enacomm had an exciting year at the Money20/20 show in Las Vegas this week. Not only did the team meet and build relationships with many important players connected to the financial industry, but Enacomm launched its Voice e-Signature solution – and the response has been huge! So far, there have been more than a dozen news stories written on the technology, which eliminates the time-consuming and expensive collection of ink-based signatures for customer authentication. Here’s a sampling of the media coverage:

  • Speech Technology Magazine, “Enacomm and VoiceVault Provide Voice e-Signature Solution”: http://bit.ly/1S74v5z
  • Paybefore, “Enacomm, VoiceVault Launch Voice e-Signature at Money20/20”: http://bit.ly/1M3eSXh
  • FindBiometrics, “Money20/20: VoiceVault & Enacomm Unveil Voice e-Signature”: http://bit.ly/1LYNjeq
  • TMCnet, “Enacomm, VoiceVault Pioneer Voice-Based Signatures”: http://bit.ly/1Wo38Aa
  • Business Reporter, “Enacomm and VoiceVault showcase voice e-signature at Money 20/20”: http://bit.ly/1P1VfRP
  • Biometric Update, “Biometrics firms exhibit payment and financial services solutions at Money20/20”: http://bit.ly/1Par6ye
  • Mobile Commerce Daily, “Biometrics, banks make gains, promising more choice in mobile payments”: http://bit.ly/1MWyBEp
  • Planet Biometrics, “Enacomm and VoiceVault unveil ‘voice eSignature’ solution”: http://bit.ly/1M1tkM8

Enacomm Rolls Out Voice e-Signature Solution at Money20/20

Big news coming out of Money20/20, happening right now in Las Vegas: Enacomm has integrated technologies and expertise with VoiceVault for the provision of Voice e-Signatures. The modern technology enables customers to speak on the dotted line.

The voice biometric identity verification solution was recently implemented for a financial industry giant that manages billions of dollars in assets. It allows organizations to eliminate the time-consuming and expensive collection of ink-based signatures for authentication. So, forget the paper and pen, forget the point and click – this is identity verification in a few words.

Voice e-Signature technology improves the overall customer experience by allowing companies to more efficiently serve customers, with easier enrollment and faster processing. Easily integrating into the existing Interactive Voice Response (IVR) system, phones and smart devices are used to obtain and store customer signatures.

With Voice e-Signatures, gone are the days of printing and mailing lengthy legal disclaimers. The IVR simply reads the information relating to the legally-binding contract the customer is about to sign, then asks the customer to proceed with their Voice eSignature. Once the quick process is complete, the company agent receives an email confirming the transaction details and can listen to the call recording. The result? Printing and mailing costs are slashed. A smaller firm with 500 clients, for example, may spend more than $28,000 per year managing paper, according to Thomson Reuters.

“Financial institutions, insurance companies, medical practices and other organizations often require a customer or patient signature acknowledging a legal disclaimer or even a sale,” explained Michael Boukadakis, CEO of Enacomm. “Compared to the traditional process of mailing forms for customers to sign, then filing and managing them once returned, Voice e-Signature is extremely efficient, enabling one-shot telephonic enrollments.”

Not only are Voice e-Signatures convenient and cost-cutting, but they also are an ideal security solution. Voice biometric technology offers a 99.99% success rate, and the solution eliminates the risk of documents being lost, stolen or compromised during a paper-based authentication process.

Boukadakis commented, “Voiceprint biometrics, versus static digital or analog recordings, ensures a higher level of security and is a sounder defense in the case of a legal dispute.”

  • Note: Voice e-Signatures are considered legally-binding under the American Bar Association’s test for a legally-binding signature, US E-Sign Act, HIPAA / CMS, FDA 21 CFR 11 regulations, and EU Directive 1993/93/EC.

Enacomm’s Voice e-Signature solution is being showcased at Money20/20 at Booth 2231. Not at the conference? Click here to see just how easy it is to integrate Voice e-Signatures into an IVR or Call Center.e-sign blog pic

Enacomm CMO Pens Paybefore Viewpoint Article, “Selfie Generation Demands Personalization”

paybefore logo

Don’t miss the current issue of Paybefore! Enacomm CMO David Anderson is the author of the publication’s most recently featured Viewpoint article. Anderson’s piece speaks to the importance of personalization in a world where millennials have vast consumer purchasing power.

In the byline, titled “Selfie Generation Demands Personalization,” Anderson points out that millennials, who outnumber the baby boomer population, have grown up with technology, and more specifically, they’ve grown up with technology focused on one’s self. “Personalization is a key component of a seamless customer experience,” Anderson writes.

What is seamlessness? Accenture defines it as the ability to deliver a consistently personalized, on-brand experience for each individual customer at every touchpoint—anytime and anywhere. Today, advanced customer relationship management (CRM) technology enables prepaid companies to create seamlessness, by automating intelligent customer interactions, predicting future behavior and conducting targeted messaging campaigns. Using an advanced real-time decisioning engine, hundreds of data points can be researched and dozens of business policies can be accessed to provide the customized customer self-service experience that consumers crave.

While conventional wisdom might define “personalization” as using the customer’s name in communications, Anderson explains that personalization must include much more: account types, status, transactional latency and other information that will help provide a positive and intelligent customer experience. “In essence, the goal of personalization should be to provide a unique experience to every customer,” Anderson says.

Next-generation CRM means customers can enjoy a personalized self-service experience every time they interact with a prepaid organization on the Web, via mobile, SMS text or IVR. Technology like Enacomm’s 4Cast enables prepaid organizations to use data to proactively and intelligently interact with each customer in the moment, using any communication channel. From the article:

Collecting big data and using traditional CRM techniques may help prepaid organizations obtain a snapshot of their customers, but that’s not nearly enough. To be most effective, a full panoramic view of every customer is crucial. Beyond utilizing demographics and account information, tracking each customer’s behavior means his or her needs can be anticipated and future behavior predicted in real time.

Personalization is a powerful method for your organization to differentiate from competitors and build customer loyalty. To learn more, contact the Enacomm team at 1-877-860-0025 or sales@enacomm.net.

Biometric Technology Needed to Win the War against Financial Fraud, Explains Enacomm CEO in Biometric Update Byline

Biometric Update logo

 

 

October 31st is just around the corner, but as Enacomm CEO Mike Boukadakis pointed out in a recent guest article for Biometric Update, this month ushered in “something scarier for ill-prepared merchants than anything Halloween has to offer.” The EuroPay, MasterCard, and Visa (EMV) payments liability shift occurred on October 21, 2015, and now “all retailers across America will be forced to take the financial fall when card criminals successfully launch attacks that could have been thwarted.”

New payment terminals that are able to verify chip-enabled credit cards will help fight fraud at the point of sale by stopping fraudsters with counterfeit credit cards in their tracks, but Boukadakis notes that this type of trickery is just a sliver of the larger financial fraud pie. From his op-ed:

Counterfeit credit cards only account for about 37 percent of credit card fraud, and card fraud itself is just a sliver of the larger financial fraud pie. Chip credit cards can still be stolen, and card not present transactions are rife with vulnerabilities. And beyond the card front, fraudsters breach online bank accounts and devilishly divert high-risk transactions. While chip technology will help foil the false reproduction of credit, debit and prepaid cards using stolen information, biometrics must be added to the financial industry’s arsenal to win the war.

Biometrics technology, Boukadakis explains, is needed to win the war against financial fraud, and voiceprint recognition is a proven method of identification that is well-suited for multi-layered authentication systems. By conducting sophisticated analysis of hundreds of voice characteristics, a bank, credit union or prepaid company can accurately identify and authenticate a customer in real-time.

Voice authentication is Reliable with a capital R; it has a 99.99 percent success rate. From Boukadakis’ piece:

While PINs and other authentication data are codes that can be cracked, a person’s voice cannot be compromised or stolen. Tech-savvy crooks cannot reverse engineer a voiceprint to create a spoken voice, and even voice “replays” are of no concern, because next-generation technology can ask for words, numbers and phrases in random order. Stolen voiceprints and voice recordings are useless.

Whether faced with brute force attacks, credential sharing, hacking, Phishing, Vhishing, credential resets, Internet searches or social engineering, voice biometrics offers a stronger defense than traditional methods of identity verification—and, unlike a chip credit card, there’s nothing for the customer to lose.

Last year, annual fraud costs totaled $32 billion – a 38 percent jump from 2013 – according to a LexisNexis study, so “the nationwide shift to EMV should be welcomed with open arms,” says Boukadakis. But the war is far from over with attacks in the mobile and online spaces becoming more intense. To learn more about why banks, credit unions and prepaid companies should set their sights on voice biometrics as the next line of defense against financial fraud, read Boukadakis’ byline for Biometric Update, “Biometrics Needed to Win the War against Financial Fraud.”

Football Fun with the Enacomm Team

Working at Enacomm is so much more than just a job. For Enacomm employees, career satisfaction is supported by camaraderie during work hours and beyond.

Last weekend, the Enacomm team in Tulsa came together to cheer on the hometown Hurricanes. Centering on the University of Tulsa’s (TU) matchup against the Louisiana-Monroe Warhawks, the company event celebrated football, fall weather and fun.

Enacomm employees and their families kicked off the clear, crisp day with pre-game fun at Hurricane Alley. Live music filled the air, and giant inflatables, face painting and games created smiles.

With kick-off in sight, all ages tailgated under the company tent, enjoying good food and good company. To top off the great day, Hurricane Football put up a win.

football fun

Enacomm provides the opportunity to grow with a well-established organization leading in technologies focused on improving and securing the customer experience for companies in the Financial/Credit Union, Prepaid/Cash Card, Health Care and Utilities industries. In addition to fun events like TU Tailgating and Football, Enacomm holds offsite company meetings and holiday dinners that provide team members with a chance to get to know each other outside of the work environment. Enacomm also 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 and find positions that are currently available, visit our Careers page.