VeSecure

VeSecure® is a series of automated and scalable voice enabled caller identification and verification (ID&V) solutions. It has been developed to assist in the process of identifying a caller and verifying their credentials prior to the customer accessing systems, services, personnel or other areas of a business.

In its simplest form, VeSecure allows an organisation to ask a caller for their account code/number, PIN (if required), and use the spoken responses to grant or deny the caller access. By removing the limitations of the telephone keypad, VeSecure can cater for environments that include alphanumeric characters within their codes.

VeSecure ID&V allows an organisation to establish a caller’s identity by verifying their response with information already known and stored digitally on record. VeSecure ID&V is able to replicate the callers existing ‘identification conversation’ with a call centre agent, for example asking for, and understanding, information such as name and address, postcode, date of birth, invoice number etc.

VeSecure Biometric allows an organisation to accurately authenticate a caller’s claimed identity based on the unique characteristics of their voice, dramatically increasing security and the ability to offer truly personalised service. Utilising the latest developments in both voice recognition and verification technology, VeSecure Biometric creates a distinct reliably verified voice identifier, captured over the telephone, and appended permanently to an individual’s ID credentials. This allows organisations to accurately confirm a claimed identity, ensuring that a person really is ‘who they say they are’.

Product at a glance
Product type	Major System
Target Industry Sectors	All sectors that conduct business using the telephone
Fault tolerance	Fault tolerant
Innovation indicators	Business Advantage New Business New Technology
Performance indicators	Customer support Real world design User benefits
Potential indicators	International potential Structured for growth Identified potential markets Successful track record
Contact for more information	Brett Feldon

Identity fraud is an increasing problem today, and solutions that can assist with reduction in such fraud are becoming of greater importance. An example by which identities can be - and have been - stolen is during conversations with call centre agents. VeSecure enables the automation of this task using a variety of methods, thus reducing the possibility of such theft through a call centre. Further, VeSecure Biometric uses recent advances in speech technology to verify an identity from the sound of the caller's voice, thus limiting potential fraud from simple data theft.

VeSecure Biometric solutions can be accessed from any telephone, anywhere, and unlike something you own (a passport or license) or something you know (your birth date or mother’s maiden name), your voice is something that cannot be forged, stolen or guessed so the risk of either identity or password related fraud is dramatically reduced.

VeCommerce has deployed VeSecure into a wide range of customers in Australia, New Zealand and internationally, all into substantial enterprises or government departments. All have achieved high rates of user acceptance, levels of correct authentication and produced real business benefits in terms of productivity, since VeSecure reduces the amount of time that call centre agents need to spend speaking with callers. In many cases, the reduction in load on the call centre improves waiting times for an operator – thus meaning that callers who really need to speak to a person are connected more quickly.

VeCommerce can provide high-level performance statistics for a range of VeSecure implementations, although detailed statistics on a per-customer basis are confidential.

VeSecure has been designed for international use, and indeed some variants of it have already been deployed overseas. The base VeSecure has been deployed in the US and UK; VeSecure ID&V has been deployed in New Zealand and is being deployed in the UK, and VeSecure Biometric is in the process of deployment in New Zealand. These deployments are in addition to those in Australia, where all three variants have been successfully deployed. Potential markets for VeSecure include Australia, US, UK, Canada, New Zealand. VeCommerce is also considering extending VeSecure to operate in languages other than English, in particular to Cantonese for the Hong Kong market.

VeCommerce Limited (ASX:VCM), is a global leader in the provision of voice self-service and speaker verification solutions with deployments around the world. VeCommerce has been a pioneer in the industry since 1997 and has grown to be a recognised market leader with a host of references to back this claim. VeCommerce was one of the first organisations in the world to recognise the business benefits of voice self-service solutions utilising speech recognition and speaker verification technology. VeCommerce clients around the world include: AAPT, Suncorp, Bet Direct, ASX Perpetual, Pizza Hut, NSW’s Motor Accidents Authority, Magna Entertainment Corporation, Youbet.com Inc., TelstraClear, Westpac Bank, Auckland Co-op Taxis, New Zealand’s Ministry of Social Development and Tabcorp.

Voice self-service has the potential to change the way every customer interacts with an organisation - and as with any technology, voice self-service is most effectively deployed if it is used to solve real business problems delivering tangible savings. The VeCommerce approach brings together the client’s executive team and VeCommerce’s experienced specialists to identify key business objectives and call centre automation challenges, addressing them through the design and implementation of a company wide voice self-service strategy.

Discovery Process: VeCommerce’s Discovery Process takes a holistic business approach, working closely with the client’s executives to develop and deliver a voice self-service strategy that ensures the best possible business outcome. A comprehensive ROI analysis is performed at this stage.

Solution Audit: Business environments and customer needs are constantly changing - and voice self-service solutions must continually evolve to match these. The Solution Audit process involves revisiting the assumptions behind the original deployment and minutely analysing the system performance, the resulting call centre environment, and the staff and customer feedback. The resulting report identifies modifications and enhancements that may be required in order to continue to achieve or exceed performance targets.

Solution Delivery: The VeCommerce solutions are delivered using open standards, and can be implemented on a selection of voice platforms. VeCommerce recognises that most enterprise speech solutions require customisation and integration with other applications and components, and so our solutions have been engineered to account for these requirements.

VeCare Support & Service: As a standard offering, our VeCare Support & Service programme offers helpdesk support, change management assistance, standard reporting, preventative maintenance and software support. Our Consultancy & Enhanced Services range provides additional support options that customers can pick and choose to meet their specific business and operational requirements. Several examples include: technical inquiry service, system tuning, capacity analysis, enhanced reporting and monitoring, and an annual solution review. Thus, VeCommerce ensures that its customers are always deriving the most value out of their solutions.

Louise Cordaiy

General Manager Marketing

louise.cordaiy@vecommerce.com.au

(02) 9428 9903

VeCommerce Ltd

2 Apollo Place Lane Cove NSW 2066

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