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시장보고서
The Future of Voice Biometrics in the Enterprise Market (Strategic Focus)
| 리서치사 |
Datamonitor |
| 발행일 |
2009년 06월 |
상품코드 |
92111 |
| 페이지 정보 |
60 pages |
| 가격 |
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Abstract
Introduction
The market for voice biometrics has had, to say the least, its ups and its
downs throughout the first decade of the millennium. And yet, a recent spike
in activity indicates that this technology is approaching a watershed. The
barriers to adaption have certainly changed such that voice biometrics has the
potential to significantly change the way in which enterprises authenticate
their callers.
Scope of this research
- Traditional authenticators are ineffective security measures and hassles
for customers to remember;
- An overview of voice biometric technologies and ways in which the
technology can be applied in the enterprise
- A competitive landscape differentiating the providers of voice biometric
technology and solutions
- Case studies comparing and contrasting various voice biometric solution
deployments
Research and analysis highlights
The factor that causes the greatest deal of concern within an enterprise is
authentication, or more specifically, how to do it without irritating the
customer but without compromising on security. The traditional methods include
verification through personal identification numbers (PINs) or passwords.
These are easily guessed.
The pilots at Charles Schwab and the Home Shopping Network never made it into
production. Yet, analysts and vendors anticipated the technology would
proliferate in the enterprise space. In 2006, the Dutch bank ABN Amro
initiated a pilot voice biometric solution for customers making balance
inquiries, transfers, and investment orders.
Enterprisesparticularly those in financial servicesare loathe to reveal their
technology investments publically. Voice biometrics is an exception.
Enterprises should push voice biometrics to their customers as a major
customer service differentiator that is both convenient and makes existing
forms of authentication even more robust.
Key reasons to purchase this research
- Understand key market trends and drivers shaping voice biometric solutions
in the enterprise.
- Become familiar with key vendor messages and differentiators across major
vendors in the market.
- Learn of market sizing and forecasts for spending in voice picking
solutions from 2008 to 2014.
Table of Contents
OVERVIEW
KEY MESSAGES
- Customer interactions are becoming increasingly complex
- Voice biometrics technology is mature enough for deployment in
customer-facing solutions
- Improving customer service is currently the main driver for enterprise
investment
- The labyrinthine competitive landscape confuses enterprise customers
- Successful deployment of voice biometrics hinges on education
MARKET OPPORTUNITY
- Multiple identity disorder
- Authenticating identities
- Security and service for multiple identities
- Modes of authentication
- A brief overview of biometric technologies
- Defining voice biometrics and voice authentication
- Voice biometric solution taxonomy
- Employee-facing applications
- Consumer-facing applications
- Government applications
- Types of voice biometrics technology
- Text-dependent voice biometrics
- Text-independent voice biometrics
- Text-prompted
- Assessing the efficacy of voice biometrics technology
- Voice biometrics: a diverse set of enterprise benefits
- Compliance drives need for better record keeping and security
- The voice channel is the weakest point of entry
- Enterprises prioritize customer retention through better service
- Cost savings by reducing call handling times and enhancing agent
productivity
- Voice biometrics in the present and the future
- New deployment models spur interest
- Scenario 1: 2011 will be the watershed for voice biometrics
- Scenario 2: deployments in large-scale enterprises never leave pilot
- Scenario 3 (the voice biometrics fail scenario): consumers refuse to
accept the technology
TECHNOLOGY FOCUS
- How secure is voice biometrics?
- Countermeasures against attacks
- Crossing channels and background noise
- Technical limitations
- Conclusion
CUSTOMER IMPACT
- Developing a voice biometric solution
- Identify specific business goals
- Designing the system to meet business goals
- Fallback strategies
- Testing, tuning and calibration
- Some final dos and don' ts
- Case study 1 (pilot)
- Top-five bank deploys Convergys' s On-Demand Voice Authentication,
powered by TradeHarbor' s Voice Signature ServiceSM
- Case study 2
- Case study 3
- Case study 4
COMPETITIVE LANDSCAPE
- The current landscape
- Who' s who and who does what
- Providers of voice biometrics technology and/or services
- Agnitio
- IBM
- Nuance
- PerSay
- Salmat VeCommerce
- TradeHarbor
- VoiceVault
GO TO MARKET
- Recommendations for enterprises
- Implement an internal pilot to educate employees
- Publicize the solution to educate the general public and push enrollments
- Use the internet and social networking sites to drive awareness and
listen to customer feedback
- Voice biometrics is a marketing opportunity
- Keep testing the solution
- Recommendations for vendors
- Push the solutions, not the technology
- Partner with consulting firms and systems integrators
- Offer a range of deployment models
- Seamless migration strategy out of the recession
- Flexible pricing strategies
- Case studies are key to market presence
APPENDIX
- Definitions
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
TABLES
- Table: Deployment model splits for voice biometrics
- Table: Global spending on voice biometric solutions for scenario 1
- Table: Global spending on voice biometric solutions for scenario 2
FIGURES
- Figure: Digital identities in an entity
- Figure: Speaker identification
- Figure: Voice verification
- Figure: Equal error rate
- Figure: Threshold of voice biometrics
- Figure: Stages of customer opt-outs
- Figure: Market trajectory of voice biometrics
- Figure: Deployment model splits for voice biometrics
- Figure: Global spending on voice biometric solutions for scenario 1
- Figure: Global spending on voice biometric solutions for scenario 2
- Figure: Anatomy of the voiceprint
- Figure: Convergys/TradeHarbor solution call flow
- Figure: Bell Canada call flow
- Figure: NAB call flow
- Figure: TD Waterhouse call flow
- Figure: Voice biometrics vendor snapshot
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