Bandwidth announces integration with Pindrop

Bandwidth announces integration with Pindrop

Bandwidth, a leading global enterprise cloud communications company, today announced a partnership and integration with Pindrop, a global leader in voice technology. Now, Pindrop can be natively integrated with Bandwidth at the carrier level, giving enterprises a faster, more direct route to migrate their contact centers to the cloud with Pindrop’s mission-critical authentication and anti-fraud technology already built in. 

“This integration is another significant step forward in our strategy to become the network platform of choice for enterprise cloud contact centers,” said John Bell, Bandwidth’s Chief Product Officer. “With this partnership, Pindrop’s technology can help future-proof against evolving security issues in voice calling, with the added convenience and speed of an out-of-the-box solution with Bandwidth.”

“We are excited to be partnering with a leading global CPaaS provider like Bandwidth,” says Gahn Lane, VP, Global Partners and Alliances at Pindrop. “Creating a great call center experience not only requires streamlined interaction time, but also a customer-first mindset, providing a better user experience while protecting customer accounts with next-level authentication. Bandwidth’s cutting-edge, cloud-native platform streamlines the management and growth of our voice authentication and meets customers’ needs with ease.”

In today’s contact centers, security is increasingly important both as a convenience to end-users and to protect against voice-based attacks. An 800 percent increase in call volume over the past two years, combined with a 57 percent increase in fraud attacks, have left the contact center industry at a critical inflection point.

Traditionally, enterprises had to use complex on-premises equipment to connect third-party platforms such as Pindrop, or undertake time-consuming integrations with CCaaS platforms. Now, enterprises moving to a digital CCaaS solution can unbundle the telephony and “Bring Your Own Carrier” (BYOC) using Bandwidth, with Pindrop’s authentication solution already integrated. This carrier-level integration is possible with Bandwidth’s cloud-native platform, which seamlessly enables Pindrop to apply its advanced authentication scoring so enterprises can determine how to handle each incoming call.

Large enterprises often have complex contact centers with multiple locations, expensive on-premises equipment, and contracts with multiple carriers and uncertain redundancy. Bandwidth’s suite of CCaaS Duet solutions can now extend to include Pindrop within the call path, enabling enterprises to unbundle their telephony and easily integrate across their entire communications stack, while replacing legacy telecom carriers and most on-premises equipment with the Bandwidth platform.

ValidSoft recognized as a voice biometrics leader

ValidSoft recognized as a voice biometrics leader

ValidSoft, a transformative provider of voice identity and assurance solutions, has been recognized as a forward global leader for voice biometrics providers in the 2022 Opus Research Intelliview report: Intelligent Authentication and Fraud Prevention Analysis.

Pat Carroll, ValidSoft’s Founder, CEO and Executive Chairman, stated: “ValidSoft has a bold mission to enable truly reliable ‘Proof of Life authentication utilizing voice-based identity assurance. Ensuring that what we call ‘trusted agents,’ ‘trusted employees’ and ‘trusted customers,’ will all authenticate and interact easily and safely in the digital age. Across millions of contact center agents, worldwide, the trusted agent approach has the potential to end the proliferation of contact center fraud and many forms of other digital fraud worldwide. We are very proud of the momentum achieved and we truly appreciate the recognition of our approach and achievements by premier analyst firm Opus. The ValidSoft team works diligently each day to make voice identity the most secure yet elegant way to achieve ‘authentication alpha’ whilst delivering outstanding solutions to our customers and partners.”

Dan Miller, lead analyst & founder of Opus Research, stated: “Voice biometrics-based solutions have come a long way over the past few years. Today, intelligent voice solutions help combat fraud, validate remote and distributed employees, and help secure critical business operations. While we evaluated more vendors than ever before, ValidSoft stands out as one of the forward leaders in our voice biometrics category thanks to proven accuracy and speed and flexible deployment options spanning multiple channels and modalities. They have a long-standing emphasis on privacy-by-design that complies with tough European privacy seal standards. Our rating is reinforced by their market momentum, including significant Fortune 50 wins, many of which were accomplished through a strong partner ecosystem.”

This report evaluates 22 solution providers from across the voice technology spectrum who are actively deploying technologies that improve enterprise security, efficiency and customer experience.

Opus said a summary of reasons ValidSoft was selected as a leader include the following:

ValidSoft stands out with their emphasis on privacy-by-design and compliance with tough European privacy seal standards.
Significant Fortune 50 wins have recently recognized ValidSoft’s deep technical expertise.
They earn their space in the Leaders category because of these wins and their demonstrably strong partnerships with Five9, Talkdesk, Vonage and others, driving increased adoption.
Flexible deployment options make them very attractive to use – cloud, on-premise, hosted, and embedded/on-device applications.

Bandwidth announces integration with Pindrop

Nuance earns top spot in Opus Research 2022 report

Nuance Communications has announced it was named the market Leader in Opus Research’s 2022 Intelligent Authentication and Fraud Prevention Report.1 Nuance Gatekeeper, a cloud–native biometric security solution that authenticates legitimate persons and detects fraudsters wherever and however they engage with brands, was recognized for its product completeness and flexibility, ranked highest among the 21 vendors evaluated in the report.

The latest Opus Research Intelliview, done in partnership with SymNex Consulting, put Nuance at the top of the platform provider category, defined as “technology that goes beyond voice authentication in Contact Centers or IVRs to support real-time use of multiple biometrics factors, informed by network intelligence and authentication.” Nuance was cited for its authentication and fraud prevention capabilities across all voice and digital channels, recognized as the major platform at the highly customized end of the market and noted for its AI-backed fraud detection, flexible cloud contact center integrations and increasingly developer-friendly cloud model.

“This year’s Intelliview found a market that is rapidly evolving with biometrics becoming a foundational piece of the authentication and fraud prevention strategy for organizations worldwide,” said Dan Miller, Lead Analyst, Opus Research. “Nuance has proven its dominance having the largest number of implementations and annual authentications while also continuing to innovate with new features and R&D investments that put the company in a leadership position today and set it up for future success in this space.”

“We are honored to once again be named a Leader in the latest report. Opus Research and SymNex Consulting have been following this market for a decade and deeply understand its complexities and the huge opportunity for biometrics in our connected future,” said Brett Beranek, General Manager and Vice President, Nuance. “I am proud of the Nuance team for continuing to innovate as we help organizations protect their entire customer journey by bringing biometric authentication and fraud prevention to every voice and digital channel in a streamlined way.”

Nuance’s biometric technology is built using state-of-the-art deep neural networks to authenticate a person with as little as 0.5 seconds of audio and achieve up to 99% authentication success rates. And it can accurately authenticate a person through background noise, illnesses, face masks, and other factors that can modulate the sound of a person’s voice. Over 500 organizations around the world have enrolled over 600 million biometric prints—securing over 8 billion customer engagements and preventing more than $2 billion in fraud losses annually.

Bandwidth announces integration with Pindrop

Contact center platforms using Veridas voice biometrics

Veridas’ voice biometrics solution, a leading company in developing solutions for digital identity verification, is being used by some of the world’s leading companies, such as BBVA, Deutsche Telekom, or Prosegur, and implemented in the different Contact Center platforms they use: Avaya, Genesys, Twilio, Amazon Connect, or Enghouse, among others.

The reasons why Veridas is being chosen over its competitors are clear: no one offers such impressive technological features (authentication with 3 seconds of voice, regardless of text and language), with such a high performance (accuracy of over 99.9%; evaluated by the National Institute of Standards and Technology, NIST, the main evaluating body for this type of technology in the world, as one of the leading solutions in the world) and with such strongrespect for user privacy (Veridas does not need to store customer data for the proper functioning of its technology).

When we at Veridas decided to develop a product specifically for Call Centers, in which the end-user could be authenticated in real-time while conversing with an agent, we made the firm decision to design it so that it could be easily and integrated into any existing platform. And it is now that this long-term vision is bearing numerous fruits, after months invested in the development and configuration of a solution based on 100% proprietary technology, based on artificial intelligence algorithms and neural networks” explains Miguel Zarraluqui, Product Manager of Voice Biometrics at Veridas.

Avaya, Genesys, Twilio, Amazon Connect, and Enghouse are not the only solutions the leader in digital identity verification is working on. Veridas continues to consolidate its partner network to reach more customers worldwide, seeking to offer the best possible services at all stages of the customer’s life, from sales to implementation, including integration support and technical support. Veridas is charting new avenues of collaboration among the leading platforms of such significant companies as Evolution, Talkdesk, Odigo, IBM, and Link Mobility.

There was no point in doing it quickly and exclusively for one platform. At Veridas, it was clear to us that we had to go for a multiplatform solution that could be integrated into a matter of days in any client, regardless of the contact center solution they had” concluded Zarraluqui.

Until today, improving any one of these areas (customer experience, security, and costs) implied an impact on the others. You couldn’t increase security without compromising UX and vice versa. But this is no longer a utopia: it is possible to improve all three areas simultaneously thanks to biometric solutions like ours. In short, the return on investment for our customers is immediate, while improving security and customer experience” said Eduardo Azanza, CEO of Veridas, speaking recently at Digital X 2021, an event organized by one of its main partners, Deutsche Telekom.

Only biometrics can replace current authentication methods, such as passwords, question-based processes, or OTPs, substantially improving security while significantly improving the end-user experience. And, of course, reducing the associated cost, since, at last, it is possible to go from authentication processes that take 30 or 40 seconds on average to zero.

With Veridas’ text-independent technology, companies no longer need to spend time authenticating their customers; simply establishing a natural conversation with them is enough. The technology will do the rest.


Nuance announces 3Q results

Nuance announces 3Q results

Nuance Communications, has announced financial results for its third quarter ended June 30, 2021:

The firm reported GAAP revenue of $336.6 million and GAAP earnings per diluted share of $(0.09), and non-GAAP revenue of $336.6 million and non-GAAP earnings per diluted share of $0.16.

“We are pleased to report another quarter of execution on our key strategic objectives, leading to solid Q3 results on both our top-line and bottom-line,” said Mark Benjamin, Chief Executive Officer at Nuance. “In Healthcare, our shift towards cloud-based offerings across our portfolio helped drive a healthy ARR performance. This performance led in part to our second consecutive quarter of 29% year-over-year growth in Dragon Medical and DAX Cloud revenue. In total, Healthcare revenue increased by 22% year-over-year due to cloud revenue strength. In Enterprise, our Digital Engagement and Security & Biometrics solutions saw continued adoption throughout the quarter, leading to a return to year-over-year growth in Q3. Overall, Enterprise revenue increased 5% year-over-year, driven by the adoption of these solutions. We are encouraged by the company’s overall performance year-to-date, and feel we are set up for a strong end to fiscal year 2021.”

On March 1, 2021, we completed the sale of our medical transcription and electronic healthcare record implementation businesses. Accordingly, for all periods presented, the businesses’ results of operations have been included within discontinued operations in our condensed consolidated financial statements. All commentary is provided on a continuing operations basis. A reconciliation of continuing and discontinued operations to total operations is provided in the accompanying tables.

Q3 2021 results for continuing operations included:

  • GAAP and Non-GAAP revenue of $336.6 million, compared to $298.6 million in the same period last year.
  • GAAP operating income of $4.8 million, compared to $11.9 million in the same period last year.
  • Non-GAAP operating income of $74.2 million, compared to $63.8 million in the same period last year.
  • GAAP operating margin of 1.4%, compared to 4.0% in the same period last year.
  • Non-GAAP operating margin of 22.0%, compared to 21.4% in the same period last year.
  • GAAP net loss of $26.3 million, compared to a net income of $2.3 million in the same period last year.
  • Non-GAAP net income of $50.4 million, compared to $40.5 million in the same period last year.
  • GAAP EPS of $(0.09), compared to $0.01 in the same period last year.
  • Non-GAAP EPS of $0.16, compared to $0.14 in the same period last year.
  • Operating cash flows from continuing operations was $45.8 million, compared to $14.6 million in the same period last year.

Proposed Merger with Microsoft
On April 11, 2021, Nuance entered into an Agreement and Plan of Merger with Microsoft Corporation. Subject to the terms and conditions of the Merger Agreement, Microsoft, through a wholly-owned subsidiary, has agreed to acquire all of the outstanding shares of Nuance common stock for $56.00 per share in an all-cash transaction. As a result of the Merger, Nuance will cease to be a publicly traded company. The Merger is currently intended to close by December 31, 2021. Consummation of the Merger is subject to certain conditions, including the satisfaction of certain regulatory approvals and other customary closing conditions. For additional information related to the Merger Agreement, please refer to the definitive proxy statement previously filed with the SEC and other relevant materials in connection with the transaction that we will file with the SEC and which will contain important information about Nuance and the Merger.

Please refer to the “Discussion of Non-GAAP Financial Measures,” and “GAAP to Non-GAAP Reconciliations,” included elsewhere in this release, for more information regarding the Company’s use of non-GAAP financial measures.

Bandwidth announces integration with Pindrop

Thales adds advanced voice biometric authentication

Thales announces a new voice biometric solution which is part of Thales Trusted Digital Identity Service Platform for onboarding and authentication. It meets the growing demand from mobile operator call centres to fight identity fraud whilst providing a seamless customer experience. Delivered in partnership with ID R&D, one of the recognised industry leaders in voice biometrics, this new capability further strengthens the Thales Trusted Digital Identity Platform, which already incorporates sophisticated identity document verification and advanced biometrics such as facial and fingerprint recognition.Call centre operators are asked to verify the identity of callers in order to detect identity fraud attempts.

As well as proving ineffective, current processes using Knowledge Based Authentication (KBA) create frustrating delays for legitimate subscribers, compromising the customer experience.In contrast, Thales’ automated voice matching solution is completely transparent and unobtrusive for callers and requires no input or training on the part of call centre staff. It allows to detect fraudsters trying to impersonate customers. Thales partners with ID R&D for this voice matching solution. Callers’ voices are compared rapidly with stored voiceprints of known fraudsters and individuals associated with suspicious call patterns. With strong performance in the 2019 NIST* Speaker Recognition Evaluation leading benchmark challenges, ID R&D’s technology is recognised as offering unprecedented accuracy, speed and reliability.

Thales voice matching also supports seamless authentication of legitimate customers. With user consent, this further opens the door to securely access personalised service offers. After a recent implementation by a leading mobile operator, Thales voice biometrics proved so effective in identifying fraudulent callers that it is now being extended to new use cases with existing user authentication, to replace login and passwords, all this whilst complying with the local regulations related to privacy”ID R&D provides a new generation of voice biometrics that enables superior security and better user experiences. Partnering with Thales to detect and avoid fraud without imposing friction on customers and without giving any clues to fraudsters is exciting,” said Alexey Khitrov, CEO at ID R&D.

“With this solution, we offer mobile operators a strong case for deploying voice biometrics to stop fraud during new subscriber enrolment and subsequently strengthen ongoing authentication.””Fraudsters are now targeting more and more remote channels like call centers to impersonate legitimate customers,” said Guillaume Lafaix, VP Mobile Connectivity Solutions at Thales. “But the unique characteristics of the voice therefore represent a powerful asset to fight those types of fraud. Captured effortlessly at enrolment, voice biometrics also establish a pathway for enhancing the long-term customer experience.”