Build your case with your own numbers
The calculators run in your browser. Nothing you type is sent anywhere, and the address bar keeps your inputs so you can share a result.
- Voice biometrics calculatorModel the return on voice biometrics: handle time, automation, adoption and caller experience, with your own assumptions.
- Network authentication calculatorSee what verifying the caller’s line before they speak does to your call flows and costs.
- Mismatch calculatorFind out how many of the callers who fail authentication are genuine customers, from your attack rate and error rates.
- GlossaryPlain definitions of the terms used in call centre security, voice biometrics and authentication.
How often do customers call?Often
Voice biometrics or network authenticationEither works. Frequent callers repay the effort of registering a voice.
Voice biometricsFrequent, high-risk callers justify enrolment, and a voice cannot be borrowed by a relative the way a phone can.
RarelyNetwork authenticationThe sweet spot for network authentication. Asking rare callers to register a voice is overkill.
Network authentication plus a step-up, or voice biometricsAdd a step-up check for the risky transactions, or enrol the customers who make them.
Low riskHigh riskHow risky are the calls?Source: Adapted from Figure 9.3 in Unlock Your Call Centre, Matt Smallman.