Voice Biometrics Intelliview - Nuancenuance-media.eu/sites/default/files/pdf/VoiceBiometrics...5 Voice Biometrics Intelliview » The next step in customer engagement evolutionary ladder

Voice Biometrics IntelliviewSolutions to Optichannel Challenges »

Published June 2017 © Opus Research, Inc. All rights reserved.

»June 2017Dan Miller, Lead Analyst & Founder, Opus ResearchRavin Sanjith, Program Lead, Intelligent Authentication

Opus Research, Inc.350 Brannan St., Suite 340San Francisco, CA 94107

www.opusresearch.net

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| Report »

Voice Biometrics IntelliviewSolutions to Optichannel Challenges »

In this report, Opus Research provides enterprise executives competitive context

for 19 firms offering authentication solutions that include voice biometrics. In recent

years, dramatic changes have taken place in both technology capabilities and market

dynamics for voice biometrics solution providers. This document, with a comprehensive list of company dossiers, provides a single point of reference to

understand the competitive differences for companies offering software, services or

platforms for voice-based authentication.

Voice Biometrics Intelliview

Table of Contents

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»Meeting the Optichannel Authentication Challenge . . . . . . . . . . . . . . 4

Understanding the Need for Optichannel Authentication . . . . . . . . . . . . 4

Optichannel’s Impact on Authentication Requirements . . . . . . . . . . . . . 5

Comparison of Authentication Options . . . . . . . . . . . . . . . . . . 6

Roster of Solutions Providers . . . . . . . . . . . . . . . . . . . . 7

Seamless Authentication for Better User Experience . . . . . . . . . . . . . 8

New Intelliview Maps: Criteria for Competitive Evaluation . . . . . . . . . . . . 8

Solution Maps by Application Domain . . . . . . . . . . . . . . . . . . 10

Contact Center Authentication: Where It All Began . . . . . . . . . . . . . . 10

Contact Center Fraud Detection . . . . . . . . . . . . . . . . . . . . 11

Device-based and Embedded Mobile Authentication . . . . . . . . . . . . . 12

Why Now? . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Appendix A - Company Dossiers . . . . . . . . . . . . . . . . . . . 14

Auraya Systems . . . . . . . . . . . . . . . . . . . . . . . . . 15

BioTrust . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Daon . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

ImageWare Systems . . . . . . . . . . . . . . . . . . . . . . . 21

Interactions . . . . . . . . . . . . . . . . . . . . . . . . . . 23

iovation . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

NICE Systems . . . . . . . . . . . . . . . . . . . . . . . . . 26

Nuance Communications, Inc . . . . . . . . . . . . . . . . . . . . . 28

OneVault . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Phoenexia . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Pindrop Security . . . . . . . . . . . . . . . . . . . . . . . . 34

Sensory . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

SESTEK . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Spitch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

STC Group | SpeechPro . . . . . . . . . . . . . . . . . . . . . . 42

Verint Systems, Inc . . . . . . . . . . . . . . . . . . . . . . . . 44

Voice Biometrics Group . . . . . . . . . . . . . . . . . . . . . . 44

VoicePIN . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

VoiceVault . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Table of Tables

Figure 1: The Optichannel Evolution . . . . . . . . . . . . . . . . . . 4

Figure 2: Options Evolving in Parallel . . . . . . . . . . . . . . . . . . 5

Figure 3: Firms included in this report . . . . . . . . . . . . . . . . . . 7

Figure 4: Contact Center Authentication . . . . . . . . . . . . . . . . . 11

Figure 5: Contact Center Fraud Detection . . . . . . . . . . . . . . . . . 12

Figure 6: Device-Based/Mobile Auth . . . . . . . . . . . . . . . . . . 13

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Voice Biometrics Intelliview »

Meeting the Optichannel Authentication Challenge

In October 2012, Opus Research issued the first “Voice Biometrics Vendor Survey and Intelliview” to provide

enterprise executives a single document with dossiers describing the companies offering software, services or

platforms for voice-based authentication . In May of the following year, we updated the document to capture

significant changes in the competitive landscape and to present information on competing solutions providers

in a structured way .

In the past four years, we’ve witnessed dramatic changes in technological capabilities and requirements, as well

as market dynamics . The group of companies offering their own “voice biometric engines” to support

“enrollment” of voiceprints for speaker identification and authentication is much shorter, thanks to consolidation

and attrition . At the same time a community of solutions providers; many are resellers, integrators or channel

partners to core engine providers, have emerged to define and fulfill new requirements and grow the market .

Understanding the Need for Optichannel AuthenticationLet’s start with defining “Optichannel .” It is a term that evolved over the years as individuals require trusted

communications links to support transactions and commerce that they carry out using their preferred, personal

devices (usually smartphones) at the times of their choosing .

Figure 1: The Optichannel Evolution

Source: Opus Research (2017)

At the dawn of the 21st century, both marketing and customer care executives recognized that customers

and prospects were using a multiplicity of devices and modes of communications to contact their personnel

and resources . They launched their first “multichannel” offerings in fully defensive mode, to make sure that

they didn’t miss an opportunity to make contact with individuals .

Roughly five years into the new century, leading brands launched “omnichannel” marketing and support

strategies, using such techniques as predictive analytics and “warm transfer” from virtual chat to live chat

agents, to live reps in a call center to provide a consistent and pleasing experience as individual customers

pursued their personal path or “journey .”

MultichannelDevice of Choice

Channel of Choice Voice or Text

OmnichannelIntegrate mobile apps

“Warm Transfer” Orchestration of Activity

Optichannel“Opt” means Choice“Opti” means Best

Authenticated individuals

=====> =====>

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The next step in customer engagement evolutionary ladder is “Optichannel” . The word’s first syllable is “Opt,”

meaning “to choose .” This is because each individual, by his or her action, makes a choice of preferred device,

medium and mode of communication . The word also includes “Opti-“ as in “Optimum” (Latin for “best”)

indicating that they, by definition, choose the best channel to suit their immediate context and situation .

Optichannel’s Impact on Authentication RequirementsOptichannel marketing and commerce drive demand for voice-based authentication because a growing

proportion of digital commerce starts by conversing with a virtual assistant, traditionally IVR, but more recently like Alexa or Google Assistant; where they appear to live “inside” a wireless speaker, car radio or smart phone .

Voice biometrics will enable them to identify and authenticate individual users to both simplify and personalize

search, shopping and purchasing .

Figure 2: Options Evolving in Parallel


As depicted in Figure 2 above, applications and deployments of voice biometric resources have evolved in

parallel, related universes . Contact centers and IVRs were the starting point and over 150 million

individuals have enrolled their voiceprints primarily shorten authentication-time on phone calls . Still, as we

enter 2017 there are over 2 billion smartphones in use around the world and each is capable of supporting

a wide spectrum of biometric-based authentication; primarily fingerprints, face and voice . Solution

providers in the Mobile space fall into two categories: Remote and Embedded . Remote matching

predominates in voice biometrics today, which means that voiceprints are stored in a centralized

database . The device captures spoken words and transmits them to the remote resource for comparison

to a stored template .

Under an “Embedded” architecture, voiceprints are stored on the device . Matching and scoring takes

place locally . Sensory is the longest standing provider of embedded voice-based authentication .

Hybrid

Cloud

Premises-based

Agent-assisted

IVR-prompted

Contact Center

Com

ple

xity

Embedded

Activate+ Authenticate

Voice +Face

Single-Factor

Mobile

Market Segments

Del

iver

y O

ptio

ns Friction Free

Continuous

Risk aware

Rules-based

Personal

Optichannel

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Another consideration is whether a solution provider relies on internally-developed voice biometrics resources .

In our first Intelliview, we looked exclusively at the providers who built products and services, and deployed

their own voice biometric engines . At that time, we looked primarily at the use of those engines for caller

authentication . Today, some of the largest solutions providers for Contact Center-based authentication and fraud

detection are resellers or integrators of other company’s engines .

Comparison of Authentication OptionsThe range of authentication methods has evolved continuously over time, with ever-increasing options as

technologies continue to emerge . As can be expected, these evolutions are accompanied by terminology and nomenclature that often confuses and complicates matters . The comparison chart below provides a

comprehensive schedule of the key elements to contextualize the realtionships between the most basic

authentication factor (something you HAVE), to simple second factor like PINs and passwords (something you

KNOW) through to biometrics (something you ARE) .

National ID's/Drivers Licenses/Cards& Other Docs

Physical Tokens PIN/Pwd Challenge Questions Finger Voice Facial Eye/Iris/Retina

Theft High High None None None/Low None None None/LowCloning/Copying High Low/Med High High Med Low/Med Med LowDiscovery/Guessability None Low High High None Low/Med None None/LowBrute Force None Low High Med Med Low Med MedEavesdropping None Low High Med None Low None NoneHacking/Cracking/Breach Med (Images) Low/Med High Low Med Low Low LowPhishing None Low Med High Low None Low LowVishing None Low High High None Low None NoneSmishing/Malware Med None High High None None None NoneSharing High Med High High Low Low Low LowSocial Engineering None None Low High Low None Med LowFalse Positive Risk Med None None Med Low Low Low/Med Low

Error Drivers/Weaknesses Counterfeiting Inconvenience Guessability Easily Obtainable Dirt, Aging Noise, Twins & Multiples

Lighting, Age, Glasses

Lighting, Proximity, Glasses

Enrolment/Registration Difficult Difficult Difficult/Med Med Easy Easy Easy Easy/MedVerification Difficult Easy Med Med Easy Easy Easy EasyMemorability N/A Easy Difficult Difficult N/A N/A N/A N/ADigital Channel (Mobile) Difficult Difficult/Med Med Med Easy Easy Easy MedDigital Channel (Other) Difficult Easy Easy Easy Med Med Difficult DifficultTelephone Channel Not Available Not Available Difficult Difficult Not Available Easy Not Available Not AvailableHardware Costraints N/A Med Easy Easy Bespoke Microphone Camera Lens Camera LensEnvironment Constraints N/A N/A N/A N/A N/A Med Med MedUser Effort Difficult Easy Med Difficult Active Active/Passive Passive Active

Notes:1. You cannot 'steal' an identity or password as it still exists - you can however clone/copy it2. The schedule relates to commercial applications; excludes e-Government (law enforcement, etc) which would include DNA, Dental etc.

1st Factor 2nd Factor 3rd Factor

Secu

rity/

Vuln

erab

ility

t o F

raud

Ease

of U

se /

C o

nven

ienc

e

something you HAVE something you KNOW something you ARE

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Roster of Solutions Providers

Figure 3: Firms included in this report


It is in the contact center that big financial services companies, telcos and government agencies were shown that the technologies are reliable at scales that can exceed 20 million customers for a single installation . Figure

2 illustrates that many of the firms whose engines power solutions in the “core” contact center domain and also have offerings that support mobile authentication .

Some have developed SDKs that support voice authentication on mobile devices through secure links to their

authentication engines, such as Biotrust, Nuance, Sestek and VoiceVault do . SpeechPro, with its VoiceKey line

of products supports speaker authentication in Contact Centers as well as mobile based authentication as part

of a two-factor approach called OnePass, which integrates face recognition . Biotrust and Nuance voice

authentication services have been integrated into mobile devices as a single factor, or as part of multifactor

approaches . VoiceVault has offered a package of mobile voice authentication capabilities under the name ViGo

since 2014 .

Nuance’s VocalPassword has been integrated into a number of mobile apps, and it has also been part of

multi-factor approaches such as the one offered by USAA for members using its mobile app .

Company Notes

Auraya/ArmorVox Global voice biometrics OEM

BioTrust VoiceTrust plus USoft

Daon IdentityX platform for multiple biometrics

Interactions IP is AT&T Watson

iovation Device-based fraud prevention network

NICE Ltd . Incorporates “passive” VB into Real Time Auth

Nuance Largest population of voiceprints

OneVault South African SaaS-based VB Specialist

Phonexia Eastern European VB solutions provider

Pindrop Systems Patent on “phoneprinting” technology

Sestek Speech Processing

Spitch Swiss-based, focus on work automation

Verint Acquired Victrio for fraud prevention

Voice Biometrics Group Small-medium use cases

VoicePin Broad offerings: Contact Center, IoT, Mobile

VoiceVault Presence in mobile and Contact Center

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Self-described “biometric innovator” Daon provides the framework that enables end-users to choose among

fingerprint (through Apple’s TouchID), face recognition or voice as the most convenient authentication factor .

Convenient choice among multiple factors is also the hallmark of Sensory, a long-time provider of “embedded”

resources for speech recognition, speaker identification and face recognition . Indeed, Sensory is unique among

the companies under investigation in this report because it is the only one that does on-device pattern matching,

meaning that the templates reside in the devices' memory and comparison takes place without relying on a data

communications link to a remote authentication application . Sensory has also been able to integrate its “wake

up word” technology with its embedded suite of capabilities, thus enabling a single utterance, initially “Hello

Blue Genie” to initiate a server while authenticating the end-user .

Biotrust offers voice-based authentication on mobile devices either as a single factor or taking a multi-factor

approach that includes face recognition . Authentication takes an API-based approach to its authentication

engine that is reached through a secure data connection . Nuance supports a multi-factor approach to mobile

authentication

The next wave of solutions, which we refer to as “Mobile & Multifactor” were represented in our earlier Intelliview

in the course of discussing go-to-market partners and product specialists, like Sensory, whose software and

firmware were designed specifically to be embedded in mobile devices with a small “footprint” for additional

code and low tolerance for functions or applications that consumed battery life .

Seamless Authentication for Better User ExperienceThere are dozens of companies in the Identity and Access Management domain that have more than a passing

interest in voice biometrics . RSA, Oracle, Microsoft, Cisco and IBM Security stand out as companies that are

major players in the secure identity space . Likewise, Facebook, Google, Twitter, Amazon and a handful of

large e-commerce firms with millions of users and a need to promote simple establishment of secure, trusted

communications links have an active interest in this space, also known as “social sign-on” .

They are also joined by specialist firms like Jainrain, Gigya, OneLogIn, Centrify, Ping Identity and a few others

that promise “consumer-facing” log-in services . While these companies will, in Opus Research’s opinion, have

to embrace some form of biometric authentication in the near term, they do not have products that explicitly

include voice biometrics among the authentication factors that they support .

New Intelliview Maps: Criteria for Competitive Evaluation To assist decision makers in evaluating competing solutions providers, Opus Research represents their

positioning in a series of “Intelliview Maps,” that reflect the relative position of solution providers based on

a number of key criteria . Voice is now one of many factors (biometric and other) that banks, brands and

service providers use to support friction-free, risk and context-aware authentication across a multiplicity of

communications channels . As depicted in Figure 1, authentication solutions that include voice biometrics have

necessarily changed, and are no longer dedicated exclusively to voice biometrics-based solutions .

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Even so, the criteria that Opus Research originally employed to support comparisons of market participants

remain highly relevant, even though the meanings have, in all cases, shifted to put emphasis on a technology

provider’s ability to integrate into context-aware, multichannel environments .

In reference to Figures 4, 5 and 6 that follow, the x-axis of the maps reflects “Market Position,” which, looking

exclusively at voice biometrics, reflects the success that the company has had in building an impressive roster

of corporate customers and a correspondingly large number of enrolled “protected users” or a database of

voiceprints .

The y-axis refers to “Breadth of Offering” . In the original Intelliview (Opus Research, October 2013), this term

referred almost exclusively to the robustness of voice processing capabilities, constrained to text-dependent

authentication and imposter detection . Today the wingspan of voice biometric-based offerings includes passive

(text-independent) enrollment and authentication, integration with “Risk Engines” or other rules-based analytic

resources that set thresholds based on massive amounts of contextual data and metadata .

The size of the ovals on the Intelliview reflect two, all-important factors:

Financial Strength – Solution providers in these secure, mission-critical environments must show staying

power and the wherewithal to indemnify their customers should failure lead to fraud loss or have other negative impact on a company’s reputation . In our dossiers, we pay attention to the longevity of a company, the size of its employee base and technical support staff and revenues (if available) . All have an

impact on the company’s ability to fulfill on commitments and all-important SLAs (Service Level

Agreements) .

Partnerships and Positioning – This category takes on special importance as successful implementations reflect seamless integration with IVR, Contact Center, Web, Mobile and Digital Commerce software

infrastructure . “Friction-free” authentication, interactions and transactions result from deep integration with existing resources that result from working relationships that are the product of strong business

relationships .

As decision makers evaluate their options, they do so in the context of the explosive growth of digital

commerce carried out over conversational platforms by a sophisticated set of customers . They seek holistic

solutions that support “optichannel authentication”, meaning that customers choose (“opt for”) the best

(“optimal”) device or medium to support their immediate needs .

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Voice Biometrics Intelliview »Solution Maps by Application DomainIn this section, Opus Research provides graphics below that depict the relative size and positioning of solution

providers in specific domains for voice biometrics . The three principal areas under study are:

Contact Center Authentication (Figure 4): including both text-dependent (active) and text-independent(passive) enrollment of voiceprints to be matched with spoken utterances from callers into contact center settings .

Contact Center Fraud Detection (Figure 5): comparing spoken words from callers against a database or

“watchlist” of known or suspected fraudsters for the purpose of reducing or eliminating contact center-

based fraud losses .

Device-based/Mobile Authentication (Figure 6): fast-growing sector that includes employing voice prints to

replace or augment user name/password combos, PINs or facial recognition for device or service activation .

(In our graphic, we put solutions providers into three categories: “With Own Engine,” “Integration Frameworks” and “Embedded” .)

Contact Center Authentication: Where It All BeganAll of the solution providers in the original Intelliview offered authentication solutions to be deployed in contact

centers . This year’s map reflects the fact that, over the years, Nuance has successfully acquired and integrated

the product lines, personnel and intellectual property developed by PerSay, Agnitio and Loquendo with its other

voice biometric, mobile and intelligent assistant resources to put it solidly in the “up-and-to-the-right” sector .

As the Figure 4 map depicts, Nuance is now challenged by NICE Systems, which has found success for its Real

Time Authentication products and services, especially in the Asia-Pacific region . For its largest installations, NICE

licenses its core engine from Nuance, but has a wide range of call recording and speech analytics resources that

it has developed over the years and incorporating internally-developed voice authentication is a possibility .

The next wave of competitors is a group of seven companies led by Biotrust, the company created by the merger

between enterprise software integrator USoft and long-time voice biometrics specialist VoiceTrust; and by Verint,

NICE Systems’ chief rival in the call recording and analytics domain .

They are joined by Interactions, which acquired its voice biometrics assets as part of the AT&T Watson portfolio .

All are integrated into Interactions Curo platform which supports automated speech recognition, text-to-speech

and virtual agent software, as well as long-standing, but relatively smaller companies, including Turkish speech

technology specialist SESTEK, which has enrolled millions of voiceprints for telecommunications companies and

banks in Turkey and the Middle East and is now gearing up for global expansion; and Armorvox, which takes a

highly flexible approach to solutions implementation and an aggressive strategy on pricing .

In the “Niche Players” sphere is VoiceVault, which has its own voice biometrics engine but most aggressively

pursues mobile opportunities . Spitch, VoicePIN and OneVault are voice biometrics specialists that have

established significant market share in their chosen geographic regions .

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Figure 4: Contact Center Authentication


Contact Center Fraud DetectionThe number of firms offering products and services in this market segment attests to the perception that this is

the largest area of opportunity . A number of large financial companies have built their business plan for Voice

Biometrics based on eliminating fraud .

A number of solutions providers have obliged by building solutions that integrate voiceprints for known and suspected fraudsters with a number of other unique attributes for a call, such as line characteristics, device

profiles, automated number identification and the like .

These solution providers do not always have their own engines and will rely on voice biometric technologies

from other solutions providers . Leadership is determined by market share and span of services offered . The Challengers category reflects both span of product, geographic footprint and network of resellers and

integrators . Niche players have confined their efforts based on product and geographic focus .

Market Position

Bre

adth

of O

fferin

g Niche Players LeadersChallengers

NICE

Nuance

Verint

InteractionsBiotrust

Voicevault

SESTEK

Phonexia

ArmorvoxOneVault

Spitch

VoicePIN

Strong/Substantial Standard Limited/Local

12


Figure 5: Contact Center Fraud Detection


Device-based and Embedded Mobile AuthenticationMobile is a fast-growing demand driver for voice based authentication . Ideally, in an “optichannel” delivery

model, end-users are given the ability to choose which factor to invoke . Sometimes it is a matter of common

sense . You don’t use voice in a noisy room or facial recognition in the dark . There is also a demand for solutions

that work even when a device is not connected to a network, hence the pattern matching and scoring

resources are “embedded” as hardware or firmware on the device itself .

Nuance, with NINA ID, is a leader in the non-embedded category while Sensory is the undisputed leader among

embedded category with hundreds of millions of installations . In between are leaders like Daon, which has a

number of high-profile “wins” among commercial banks, challenger banks and financial services companies

around the world .

Each is joined in their category by innovative companies that have frameworks or mechanisms for including

voiceprints as an authentication tool on mobile devices .

Market Position

Bre

adth

of O

fferin

g

Niche Players LeadersChallengers

Spitch

OneVault

Interactions

Verint


Pindrop

NICE

Nuance

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Figure 6: Device-Based/Mobile Auth


Why Now?2017 represents a “Triple Witching Hour” for voice biometric implementations . Usually that term refers to the

last hour of certain Fridays (in March, June, September and December) when the price of a company’s stock is

impacted by the expiration of three related derivatives (stock options, stock market index options and

stock market index futures) . For voice biometrics, the three external factors are:

high growth of mobile/digital commerce on a global basis,

rapid-fire move into large scale contact center implementation at major financial companies, and

geographic expansion and a drive toward rapid, seamless authentication of individuals talking to agrowing number of microphone-equipped devices in homes, autos and public venues .

Intelligent Assistance to support mobile and digital commerce drives demand for technologies that promote

simple authentication of end-users and rapid recognition of fraudsters and imposters . As illustrated by the slope

of the curve portraying the number of individuals who have enrolled their voiceprints to support voice-based

authentication, a growing number of banks, telecommunications companies, government agencies and brands

have found that the unique attributes of an individual’s utterances are very much up to those aforementioned

tasks .

Market Position

Bre

adth

of O

fferin

g

Embedded With Own EngineIntegration Frameworks

Nuance

Verint

DaonSensory

Biotrust

VBG

VoicevaultImagewareSystems

Iovation

Veridium

Cirrus


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Appendix A - Company Dossiers

Auraya (ArmorVox)

BioTrust

Daon

ImageWare Systems

Interactions

iovation

NICE

Nuance

OneVault

Phonexia

Pindrop

Sensory

Sestek

SpeechPro

Spitch

Voice Biometrics Group

VoicePin

VoiceVault

Verint

15


Auraya Systems

Headquarters: Sydney, Australia

Total number of employees: 10 (part of a business with over 200 employees)

Revenues: private

Year founded: 2006

Web Site: http://armorvox .com/

Company Description:

Auraya Systems, developers of ArmorVox™ Speaker Identity System, is a global expert on voice authentication

solutions . Its voice biometrics software and services are delivered worldwide to government agencies, financial

services, healthcare, mobile and telecommunications companies, in partnership with a network of resellers and

systems integrators .

Strategic Vision for Voice Biometrics:

Auraya sees voice biometric available as “a standard feature” of systems supporting customer service across all

channels . Adoption will be driven by business cases for the various verticals . Banking/financial services lead the

way with compliance and fraud in call centers driving adoptions, but also increased demand for good customer

service . Fraud and identity authentication could become service offerings from new age “over-the-top” (OTT)

telecom platforms .

Product Offerings:

Core offering is Amorvox™16, which it terms “the world’s only Universal Core Voice Biometric Engine” for

system integrators . A single license for the ArmorVox™16 engine supports either “passive” or prompted

authentication, Using either text-independent or text-dependent protocols . It also supports speaker identification

and gender detection .

Its network of resellers and distribution partners includes: Salmat (AU), Connect Managed Services (UK) .

Identico (UK), Inference (AU), Shadowtrack (US), Core Security (US), Telstra (AU), Nuamedia (AU), EasySol (US),

Voice Innovate (CA), Maximum Network Solutions (UK) .

Pricing

Annual software license . No transaction charges . Pricing flexible depending on commercial/business commercial

requirement (i .e . value pricing) and varies by size of implementation .

Intellectual Property

Auraya Systems owns all technology and intellectual property with 20 patents; some granted, some pending in

U .S ., Australia, Canada, UK, and China .

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Auraya Systems Key Differentiators:

One Product focus: Single software system licensed for all anticipated modalities,

applications and use cases.

Global Channel partnering strategy: Low cost for support and maintenance. Optimized for

multiple languages

Proprietary speaker adaptive core voice biometrics algorithms set the optimum threshold

for each individual voiceprint enrolled in the system automatically.

Part of a partner-friendly community, refer partners, and offer flexible pricing models.

17


BioTrust

Headquarters: Naarden, The Netherlands (Additional offices in UK, Serbia)

Total number of employees: 50+ employees (50% dedicated to R&D)

Revenues: Not reported, privately-owned company

Year founded: BioTrust is part of USoft Group (founded in 1986) . BioTrust brand established 2012

Web Site: http://www .biotrustid .com


BioTrust is a global provider of multimodal biometric authentication solutions, combining contextual awareness

with physical properties such a voice and facial features to verify users’ identities . in the context of improving

customer experience while protecting personal data and identity . Seamless integration with parent company

USoft’s integration platform allows for easy implementation of multi-factor authentication solutions across

existing processes, systems and infrastructures .

Strategic Vision for Voice Biometrics

Biometrics is the way forward for smart authentication . Multiple biometric factors are moving further toward

mainstream implementations in predictable patterns:

• Face and finger will dominate mobile devices

• Voice will dominate off-line and “non-face-to-face” use cases (e.g. call centers)

Primary reasons for using biometrics will go far beyond traditional fraud prevention and cover the range from

security to user convenience . As a result, user name and password will be phased out due to increased security

risks and growing perception that they are cumbersome . Multi-factor authentication comprised of one or more

biometrics as primary factor combined with rich varieties in step-up and continuous authentication applications

will become the standard . Authentication as a Service (AaaS) will start to receive more attention by organizations

reconsidering their authentication strategies

Product Offerings

BioTrust Authentication Technology platform is biometric agnostic, with standard biometric face and

voice solutions . Additional verifiers such as fingerprint, iris scan and any other type of biometric and non-

biometric verifiers can be plugged into the platform . Applications that are supported include IVR-based caller

authentication, passive and active voice authentication, transaction and identity provisioning application, mobile/

smartphone app authentication and stand-alone face biometrics . BioTrust supports both on premises and cloud

based implementations . Most implementations are on premises .

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PricingBioTrust applies a software-as-a-service (SaaS) pricing model such as a pay use or pay per user . On-premise

models are determined on a case-by-case basis . Partners: Capgemini, IBM, Avertim, Ilionx, Schiphol . More

in-depth information on the pricing structure will be provides upon request by potential clients .


BioTrust utilizes IP and patents for transactional and identity provisioning platform, including multimodal

biometric authentication, as well as standard biometric verifiers .

Biotrust Key Differentiators:

Single platform for easy management of all authentication requirements and factors,

existing and new.

Open multimodal biometric transaction and identity provisioning platform provides

complete integration with existing processes, systems and architecture.

Comprehensive identity provisioning capability (based on SAML 2.0), seamless integration

with our own face and voice verifiers. Fingerprint, iris scan and other biometric and non-

biometric verifiers can be easily plugged into the platform.

Special attention to privacy and guidance on compliance to laws and regulation surrounding

use of biometric data.

19


Daon

Headquarters: 11911 Freedom Dr ., Reston, VA (offices in Dublin, Canberra)

Total number of employees: 95 full time + contractors


Year founded: 2000

Web Site: https://www .daon .com/


Daon is a provider of identity assurance software products focused on government and commercial

organizations worldwide . Its software has been selected to manage more than 500 million identities worldwide .


No single security factor is a silver bullet and different contexts may call for a variety of protective measures,

including a choice of biometric . Daon therefore recommends that its clients use IdentityX as a platform in which

technologies of today and future innovations can easily and flexibly be applied to the right solution at the right

time . Currently, Daon offers face, voice, fingerprint and eye vein modalities with IdentityX, but can quickly and

easily add new biometrics as they are commercially available .

The IdentityX Platform provides choice of modalities that best fit strategic and situational needs . Voice

biometrics in particular is well suited to use-cases in which customers are in quiet environments .

Product Offerings

Of special interest in the context of this report is Daon’s IdentityX Platform, which provides its customers

freedom to integrate existing security systems into an overall security scheme with the choice to add new

technologies as they become available .

Pricing

Charges an annual per user license, actual amounts not disclosed but it declines based tiers of end-users .

Publicly-known resellers or go-to-market partners include: CSC, NAFCU, EyeVerify, Equiniti, SMFG, SMBC, NTT

Data and KoSAC . There are many others


Daon holds 16 patents associated with IdentityX . Its approach is “algorithm agnostic”, which means it enables

its customers to use the best biometric algorithms available on the market . Its actions are dictated by its own

proprietary algorithms .

20


Daon Key Differentiators:

Software platform is device agnostic and algorithm agnostic.

IdentityX Platform comes standard with multiple biometrics, with ability to add additional

biometrics as they become available.

Multiple deployment options: on-premises or on-device matching options to fit customer’s

needs, as well as a hosted cloud-based service if requested.

Longevity and geographic span: Large-scale deployment experience with customers on 5

continents, excluding only Antarctica; has been using biometrics to establish trust for more

than 15 years and have managed hundreds-of-millions of identities worldwide.

21


ImageWare Systems

Headquarters: San Diego, CA (offices in Portland, OR, Mexico, Ottawa

Total number of employees: 51-100

Revenues: Estimated $4 million

Year founded: 2000 (initial public offering 2012)

Web Site: https://www .iwsinc .com/


ImageWare Systems develops identity management solutions by providing biometric, secure credential and law

enforcement technologies . ImageWare’s identification products are used to manage and issue secure credentials

including national IDs, passports, driver’s licenses, smart cards and access control credentials . Products reside

at the intersection of cloud computing, smart devices and ID management .


ImageWare’s products support multi-modal biometric authentication supporting (but not limited to) face, voice,

fingerprint, eye, DNA, and others .

Product Offerings

GoVerifyID Suite is flagship product . Latest packaging, GoVerifyNow, leverages the companies long-standing

experience with biometric capture (primarily “selfies” for face recognition) and offers it on a Software as a

Service (SaaS) basis . On-device and “in-the-cloud” matching are both offered .

Pricing

Flexible pricing . Both annual licenses and activity/match based .


Lists nine patents describing several aspects of multifactor and biometric authentication, including anonymous

enrollment, identification and authentication; remediation of datasets; and database search and management . It

does not have its own voice biometrics engine .

22


ImageWare Systems Key Differentiators:

� Mobile-workforce friendly - User authentication logins are possible for a tablet or laptop even when disconnected from a corporate network. Additionally, offers a consistent user authentication experience across all login environments.

� Hybrid cloud - Linked from the cloud to an enterprise’s Microsoft infrastructure and is backward compatible with Windows 7, 8 and 10. As an SaaS-based solution, it can scale to process hundreds of millions of transactions and store just as many biometrics.

� Seamless integration - Suite is a snap-in to the Microsoft Management console and can be centrally managed at the server. Additionally, the solution allows for seamless movement as it integrates with Active Directory using an organization’s existing Microsoft security infrastructure.

23


Interactions LLC

Headquarters: Franklin, MA (USA)

Total number of employees: 345

Revenues: Private company

Year founded: 2004

Web Site: http: //www .interactions .com


Interactions combines Adaptive Understanding™ technology with Virtual Assistant solutions and human

intelligence to improve the way businesses and their customers communicate . It helps people have natural,

open conversations with the brands they trust – when, how and where they want .


Interactions believes that Voice biometrics will replace fingerprints for biometric authentications . Its strategic

vision is to enhance the usability and effectiveness of its full portfolio of Intelligent Voice Virtual Assistant to

provide secure and convenient caller authentication across industries and channels, including web, mobile

apps and others . It will add fraud detection (Blacklist/ANI spoofing detection), as well as voice signatures, either

through internal development or partnerships .

Product Offerings

Interactions Voice Biometrics is integrated with the flagship Curo platform . It provides fast, simple and safe

authentication for enterprise customers and eliminates the need for cumbersome passwords and PINs . The

combination of Interactions Intelligent Virtual Assistant and Voice Biometrics provides brands with a secure

authentication layer for account access and making everyday transactions both easy and convenient .

Pricing

Software license fee based on number of unique enrollments .


The company has its own voice biometrics engine, via CURO speech and natural language platform . It also has

seven patents issued or pending .

24


Interactions Key Differentiators:

Natural Complement to Voice Virtual Assistant. Platform build with unified interactions to

Curo Speech and Language Platform. Voice biometrics technology developed in concert

with Curo ASR. Paring both brings high levels of accuracy and performance.

Simple integration – After collecting user consent to enroll, no IT involvement/equipment

purchase required

Passive enrollment with less than 10 seconds of audio needed to enroll new users and the

same to authenticate callers

� Adaptive technology “makes the voiceprints stronger with every call”, to combat

temporary voice changes, aging etc.

25


iovation

Headquarters: Portland, OR

Total number of employees: ~140


Year founded: 2004

Web Site: www .iovation .com


Iovation provides online businesses and their global end users with device-based authentication and mobile

security solutions for fraud and risk prevention . It protects its customers through a combination of advanced

device identification, shared device reputation, and real-time risk evaluation . It helps online businesses reduce

financial losses from fraud and abuse while increasing operational efficiency . The company also provides a

shared platform which enables businesses to benefit from the collective experience of others . It offers its

services to the retail, financial services, insurance, social network, and other sectors .


End-to-End Layered Authentication: iovation sees voice biometrics as an important part of comprehensive

device-based, dynamic multi-factor authentication solutions

Product Offerings

• Fraud Prevention Suite: Stop online fraud and abuse in real-time

• Dynamic Authentication Suite: Multi-factor security with exceptional user experience

o Customer Authentication

o LaunchKey MFA

• Global Device Intelligence Platform

• Device Recognition, Device Associations, Contributed Evidence, Deep Analytics, Machine Learning

Pricing

N/A

Iovation Key Differentiators:

End-to-end layered authentication: device-based, multifactor, authorization

Cloud-based security solutions to meet customer needs at the growing intersection of fraud

and authentication

26


NICE Systems

Headquarters: Ra’anana, Israel

Total number of employees: >4,800

Revenues: $1+ Billion

Year founded: 1986

Web Site: http://www .nice .com


NICE provides enterprise software that enables its customers to “operationalize big data,” which means

capturing, analyzing and applying these data elements to improve business performance, increase operational

efficiency, prevent financial crime, ensure compliance, and enhance safety and security .


NICE sees voice as a proven technology that is fulfilling its potential for real-time authentication in contact

centers . To reach full potential it should be delivered as part of a more holistic solution addressing the specific

needs of the contact center such as getting and managing end-customer consent, managing vast amounts

of voiceprints and connecting to agents’ desktop . Consistent with IT consolidation trends, it expects it to be

standard for voice biometrics to be delivered as an add-on to core contact center systems such as recording

and call analytics . leveraging those to provide more value more quickly .

NICE’s objective in regard to voice biometrics is to be the leader in real-time authentication solutions for contact

centers providing a holistic solution for both on premises and cloud applications using a single voiceprint for

multiple channels .

Product Offerings

NICE Real Time Authentication is a single platform that supports voice authentication solution for live agent

calls, IVR and mobile interactions . It employs a Seamless™ Passive Enrollment process that creates and a single

voiceprint to be used for authentication or fraud detection across multiple channels . It also integrates with NICE

contact center resources for agent guidance, desktop applications, risk case management, among others .

Pricing

Customers can choose to license on a per seat basis or a per processed call basis . Price varies based on the

size of the contact center .

27



NICE has its own authentication engine, which was designed to work smoothly with NICE recording platform

and supports multiple authentication methods for enrollment, authentication and fraud detection across

channels . It also Nuance’s FreeSpeech . The company does not disclose the size of its patent portfolio .

NICE Key Differentiators:

First into the market with passive enrollment for self-service channels, leading to improved

customer experience, unprecedented enrollment rates and quicker ROI. A voiceprint

created passively based on conversation with live agent or recording is used to authenticate

the same individual on self-service channels.

A “holistic solution”: the first true multi-channel voice authentication solution streamlining

all authentication related processes in one product. No need for complex integrations or

prolong implementation processes.

Leverage of NICE recording, customers can enroll most of their end-customers based on

historical calls before go live and start saving from day one.

28


Nuance Communications, Inc.

Headquarters: Burlington, MA (USA)

Total number of employees: 13,200 (incl . 6,800 in transcription/editing)

Revenues: $1 .9 Billion (FY ended 11/2016)

Year founded: 1992 (as Visioneer)

Web Site: http://www .nuance .com/index .htm


Nuance is a leading, global provider of voice recognition and natural language understanding solutions. Its solutions and technologies help its customers create better experiences for their customers and their users by enhancing the interaction using a mix of technologies that offer high accuracy in automated speech recognition, natural language understanding, dialog and information management, biometric speaker authentication, text-to-speech, optical character recognition (“OCR”). Looking exclusively at voice biometrics and related technologies, it is the global leader in terms of installed base with implementations that account for over 130 million registered individuals.


Voice biometrics will be the standard authentication method within contact centers, both for self-service and agent-assisted service. Furthermore, voice biometrics will be a standard fraud prevention solution within the contact center. Finally, voice biometrics will be a commonplace authentication method within mobile device (for device unlock) as well for mobile app authentication, as part of a wider set of authentication factors, providing consumers with choice and enterprises with the ability to deliver step-up authentication.

Nuance’s strategic objective for its security business is to leverage leadership in voice biometrics to become the leading authentication and fraud prevention vendor for enterprises, effectively becoming the standard platform that manages all authentication and fraud prevention solutions within customer care channels.

Product Offerings

Nuance supports contact center and IVR-based authentication through the Nuance Security Suite, VocalPassword (“active”, text-dependent), FreeSpeech (“passive”, text-independent) and FraudMiner for real-time fraud prevention and offline fraud analysis. For mobile authentication there are embedded, connected and hybrid deployments of VocalPassword, including deployment of Nina ID, which brings multi-factor authentication, both voice and “selfie,” into text-based conversations (both messaging apps and SMS).

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Pricing

Tiered pricing, based on volume:• Per-throughput (perpetual voice biometric license)• Per-transaction (term voice biometric license)• Per-faceprint (perpetual facial recognition license)


Nuance develops its own voice biometrics engines, and has been issued 59 patents for voice biometrics.

Nuance Key Differentiators:

Comprehensive solution: Covers all voice biometric use-cases, while also providing

a unified platform to manage other biometric credentials. Unique features include AI-

based adaptation, AI-based risk decisioning, risk engine that supports multiple biometric

credentials, DNN-based algorithm.

Experience in deploying voice biometrics, which ensures that our customers derive the

most value from the technology.

Advanced technology, based on continuous investments in core technology that ensures

superior results to alternatives.

Ability to deliver end-to-end customer experience. When biometrics is combined with

artificial intelligence (in the form of virtual assistants), a human like customer experience

can be delivered across any channel.

30


OneVault

Headquarters: Bryanston, South Africa


Revenues: Private Company

Year founded: 2011

Web Site: http://onevault .co .za


OneVault is focused on a vision of developing innovative voice authentication solutions using best of breed

technology platforms . It is an OEM partner for Nuance™ and Nice® and employs their global, best-of-breed

voice technology engines, platforms and solutions . It distinguishes itself by enhancing core voice technology

engines, platforms and solutions from OEM partners (Nuance and NICE) to enhance its own, purpose-built,

South African-developed, voice biometric authentication solutions .


OneVault has a strategic vision to offer a cloud-based service for both active and passive voice-based

authentication and fraud detection . To reduce friction both for business customers and their customers (end-

users) it will rely on “pre-integrated” solutions that support many telephony systems and a shared or federated

database of voiceprints for known fraudsters . That presumes the development of a comprehensive background

model (BGM); easier UBM/BGM creation processes, interoperability of voiceprints, high-accuracy of on-

device (embedded/offline) matching and seamless integration with speech recognition and Natural Language

Processing resources .

Product Offerings

Solutions include cloud-based Caller Authentication, Automated Password Reset, “Certificate of Existence”

(proof-of-life), Instant Messaging Authentication, Voice Login, Sim Swap Detection, Time Management .

Pricing

Value based pricing, combining CAPEX (licenses) and OPEX (authentications); varies primarily by implementation

architecture (on premises, cloud-based or hybrid)

Sells through channels, including Dimension Data, Bytes Technology Group, ATIO Corporation, TransUnion


Company is a reseller, primarily of Nuance and NICE platforms and engines .

31


OneVault Key Differentiators:

The only fully focused VB reseller and integrator in region

Invested immense resources in understanding and overcoming telephony and other

|channel impacts (G.729, half-rate for GSM etc.)

Pre-built solution: Rapid deployment of PASSIVE through an Agent ‘pop-up’

Full life-cycle implementation, including change management, user training

help-desk training

Legal and compliance experience: e.g. personal data management

32


PhonexiaHeadquarters: Brno, Czech Republic

Total number of employees: ~40


Year founded: 2006

Web Site: www .phoneixa .com


Phonexia develops technologies for data mining from speech, speech analytics and voice biometry . The

technologies include language identification, speaker identification, gender identification, keywords spotting

and speech transcription . Phonexia builds complex solutions using these technologies and offers them to

intelligence agencies, call centers, broadcast companies and to everyone who needs to process and analyze

large quantity of speech data .


Speaker identification and authentication factor in all personal voice assistants, identification and authentication

factor for smart homes, internet of things, one of several factors for multifactor authentication in bank

applications, part of anti-fraud technology used by financial institution, part of big data analytics in contact

centers, routinely used by governmental law enforcement agencies .

Product Offerings

Product Offerings

Phonexia Speech Platform for Enterprise

• Speech Analytics

• Voice Biometrics

Phonexia Speech Platform for Government

• Speech Analytics GOV

• Voice Biometrics GOV

Pricing

Volume-based, license-based, depends on size of implementation


No patents, but does own voice biometrics engine

33


Phonexia Key Differentiators:

Speech data mining, vendor of large variety of speech technologies (speaker/gender

identification, language/dialect identification, age estimation, speech transcription, keyword

spotting, speech quality estimation, speaker segmentation)

Big data analytics

Very simple on premise deployment

34


Pindrop Security

Headquarters: Atlanta, GA

Total number of employees: 250+

Revenues: Private Company

Year founded: 2011

Web Site: https://www .pindrop .com/


Pindrop is a provider of enterprise solutions to secure phone and voice communications . It holds a patent on

“Phoneprinting” technology, which can identify, locate and authenticate phone devices uniquely based solely

on attributes of the audio and line quality . Its technology detects fraudulent calls as well as verifying legitimate

callers and is in use at many of the world’s largest banks, insurers, brokerages and retailers .


Pindrop Security sees voiceprints as one of many factors and audio attributes that are taken into account to

detect and prevent phone-based fraud . Its core, patented technology is Phoneprinting™, which reveals a call’s

true geo-location, device type, and unique identifying audio “fingerprint .” Then other factors, including caller

behavior, phone number reputation and voiceprints can be applied to reduce risk and losses further .

Product Offerings

Pindrop’s Call Center Anti-Fraud solution suite includes an Identity Assessment Engine that starts with Pindrop’s

patented Phoneprint™ technology, which, in 30 seconds, takes an audio call and breaks it down into 147 unique

call features to create a distinctive identifier for each caller .

Pricing

Pricing is value based, looking at the exposure to fraud loss through the contact center .


Phoneprinting™ is a patented technology . The company turns to 3rd parties for voice biometrics-based

identification of fraudsters .

35


Pindrop Security Key Differentiators:

Phoneprinting™ is a proven, patented technology for detecting fraud in the contact center

Installed base and testimonials across banks, insurance companies, and beyond financial

services into healthcare, retailing and government

Addresses real-world use-cases like account re-exposure, where agents are used to re-

instate an fake account that may have been detected online

36


Sensory

Headquarters: Santa Clara, CA

Total number of employees: 60 (R&D/engineering: 45)

Revenues: private

Year founded: 1994

website: www .sensory .com


Sensory offers speech technologies for consumer electronics applications including mobile phones, automotive,

wearables, toys, IoT and various home electronics . To date, Sensory’s technologies have shipped in over a

billion units of leading consumer products . Sensory integrates “wake-up word” technology with its embedded

suite of capabilities, thus enabling a single utterance to initiate a server while authenticating the end-user .


Sensory see voice biometrics as important in multifactor solutions with a focus on ease-of-use applications .

Sensory technology provides on-device pattern matching, meaning that the templates reside in the devices

memory and comparison takes place without relying on a data communications link to a remote authentication

application .

While modalities such as fingerprint biometrics and touchID have become commonplace with many devices,

voice and face applications provide a hands-free method for secure, successful access . Sensory sees a direct

need of adding embedded biometrics to IoT devices and supports the FIDO Alliance . .

Product Offerings

TrulyHandsfree: Voice control technology that offers multiple phrase technology that recognizes, analyzes and

responds to dozens of keywords

TrulySecure: SDK for application developers to deploy multi-modal voice and vision authentication solutions for

mobile phones, tablets, and PCs .

TrulyNatural: Embedded, on-device speech recognizer system, utilizing neural network and incorporating speech

date to achieve acoustic models .


35 patents total

37


Delivery Model

Direct

Partners

• Samsung SDS

• VeraTran (Latin America)

Pricing

Pricing is on per unit royalties or software-as-a- service (SaaS) . Every deal varies with flexibility options based on

client relationship .

Sensory Key Differentiators:

Accuracy

Ease of use

� Real world experience, 22 years using deep networks to build engines for speech rec

Vision for embedded use of voice biometrics in IoT

38


SESTEK

Headquarters: Istanbul, Turkey

Total number of employees: 70 (R&D: 51)

Revenues (if publicly available): private

Year founded: 2000

website: www .sestek .com

Company Description

SESTEK is focused on the speech and communication technologies, call center applications, and customer

services automation . Sestek is targeting telecom and banking industries in Turkey for largescale voice

verification projects . The company’s technology solution is language independent, can be integrated in various

IVR platforms . Mobile platforms and embedded systems are seen as a potential growth area .


With the aim of increased automation and cost reduction, contact centers will continue to have the largest share

in voice biometrics market . The proliferation of the Internet of Things (IoT) will also contribute to the growth

of voice biometrics . Since voice commands make more sense than touch interfaces in many situations; voice

biometrics will be the main security measure for connected devices and will continue to grow in parallel with IoT .

Product Offerings

SESTEK voice biometrics solutions include: Forensic Voice Analysis; Vocal Passphrase; Blacklist Identification;

Speech- Enabled Password Reset; Verification On-The-Go

The company also offers a suite of contact center and customer care products including: call recording, speech

analytics, and automated quality management . The natural language understanding technology (Natural Dialog)

is integrated in speech-enabled self-service solutions for IVR systems and intelligent assistants .


SESTEK owns its own voice biometrics engine and US Patent no: 9,462,134: “A Method Enabling Verification of

the User Id by Means of an Interactive Voice Response System .”

Delivery Model

SESTEK pursues both direct and indirect sales channels, which includes a 24x7 technical support team .

39


Partners

Sistas

Pricing

SESTEK charges a fee per verification not per enrollment with a flexible structure; discounts are available .

SESTEK Key Differentiators:

Full speech technology provider including speech analytics, call recording, speech

recognition.

Proprietary background noise level estimation

Combination of voice biometrics + speech recognition: Passphrase is verified with speech

recognition technology which leads to rejection of different phrases from users other than

the prompted words

Multi-Channel support

Group voiceprint (if the customer prefers multiple people can share the same voiceprint)

HSM integration for increased security

40


Spitch

Headquarters: Zurich, Switzerland


Revenues: n/a

Year founded: 2014

website: www .spitch .ch

Company Overview

Spitch is a Swiss provider of solutions based on Automatic Speech Recognition (ASR), Voice User Interfaces

(VUI), and natural language voice data analytics . Spitch technologies are focused on facilitating knowledge work

automation — one of the most promising IT trends of the next decade .


VB to be used in call centers and as one of the factors in optichannel especially in combination with chatbots

and AI-powered personal assistants with voice user interface (VUI) . It is highly probably that it will be one of the

preferred factors in mobile MFA in combination with knowledge-based password and face . Fraud detection/

prevention will just be one of the use cases . VB will also be used for identification .

Product Offerings

Spitch CodyFi - Automatic Speech Recognition (ASR) Platform . Guarantees highly accurate speech recognition

in real time for analytics, QA, and other needs

Spitch SignyFi - Semantic Interpretation Solution . Supports topic discovery, sentiment analysis, and customer

behavior analysis

Spitch VeryFi - Voice Biometrics Platform . Supports speaker verification and speaker identification, fraudsters

detection, voice signature, and authentication

Spitch Lingware Development Portal - provides customers and partners with a complete set of tools to develop

their own speech solutions

Spitch SentyFi - Sentiment analysis (cascaded

Spitch IdentyFi - Spitch identification solution makes it possible to identify a caller comparing the voice with an

entire database of voiceprints in real time

41


Pricing

Perpetual licenses, SAAS, pay as you go, revenue-sharing; varies by size of implementation

Partners

7 partners (integrators, telco, professional services)

Spitch Key Differentiators:

Full speech technology provider including speech analytics, call recording, speech

recognition.

Reliable high accuracy and speed of authentication in a live/natural conversation thanks

to acoustic modelling based on Neural Networks used to accurately discriminate between

phonetic contexts in which speakers differ from each other

Continuous verification over the course of conversation

Instantaneous/real-time identification for fraudster/black-listed callers (for lists up to several

thousand people) and near real-time identification on large populations

Convenient visualization of probability indication and authentication results in our

customizable UIs

Bespoke solutions in enterprise-class segment with unlimited scalability

Adapted PLDA (Probabilistic Linear Discriminant Analysis) algorithm used for modelling

channel variability

42


STC Group | SpeechPro

Headquarters: Saint Petersburg, Russia


Number of employees dedicated to R&D: about 150

Revenues: 1 billion RUR

Year founded: 1990

website: www .speechpro .com

Company Description

STC Group is a developer of innovative systems in multimodal biometrics, speech synthesis and recognition,

multichannel recording, processing and analysis of audio and video data .


As one of key biometric modalities for real-time authentication . Voice biometrics will grow in popularity, as it

does not require any additional equipment to be utilized . Key trends include:

• Embed technology in mobile devices

• Become the leading cloud-based authentication engine

• Become the leading supplier of VB solutions for contact centers (banks, telecom, security sectors etc .)

• Embed technology in smart houses, integrate it into IoT

Product Offerings

released a new version of multimodal biometric authentication software complex VoiceKey .PLATFORM and

solutions for remote voice identification and verification VoiceKey .AGENT 2 .8 and VoiceKey .FRAUD . (March

2017)

VoiceKey: Solutions-based platform that includes active and passive voice verification for contact centers, IVR,

and mobile applications .

VoiceGrid: Real-time speaker identification and automated voice biometrics system . Both network and single-

server based for 1:N searches with voice database up to 10,000 records .


STC owns its voice biometrics engine, and is in the process of receiving a patent for liveness detection – a

technology that allows determining if the person is live, not photographed or recorded (during voice and face

verification) .

43


Pricing

Price depends on the number of voiceprints to be stored in DB . The larger is the number of voiceprints, the

higher is the total price of the project . However, the price per voiceprint decreases with larger volume .

STC Group | SpeechPro Key Differentiators:

Language independent technology

Free speech and pass phrase (text-dependent) verification

Usage of voice/face as the only authentication parameter or in addition to classical passwords

and PIN codes

Products for specific business scenarios (e.g. authentication in contact centers), as well as a

platform to perform a set of biometric operations

Liveness detection – a unique technology developed by STC that allows determining if the

person in front of the camera is live, not photographed or recorded.

44


Verint Systems, Inc.

Headquarters: Melville, NY

Total number of employees: 5,000

Revenues: $1 .1 billion

Year founded: 1994

website: www .verint .com


Verint® is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization,

security intelligence, and fraud, risk and compliance . Today, more than 10,000 organizations in approximately 180

countries—including over 80 percent of the Fortune 100—count on intelligence from Verint solutions to make

more informed, effective and timely decisions .


Verint has more than 25 years of experience delivering solutions for the contact center . With the addition of

the Identity Authentication and Fraud Detection (IAFD) solution, Verint has extended this to include improved

customer experience and frictionless customer authentication as part of the Customer Engagement Optimization

(CEO) suite . The solution also delivers reduced average handle time and improved security for the enterprise .

Verint has built a Real-Time Analytics Framework of which, Identity Authentication and Real-Time Speech

Analytics are the initial offering . We are now looking to expand this framework by simply plugging in new

functionality to extend our IAFD offering .

Product Offerings

As the leading vendor in providing holistic, enterprise-wide, intelligence-driven solutions for customer

engagement, Verint continues to innovate the Verint Identity Authentication and Fraud Detection solution . This

solution provides two key advantages . First is a streamlined approach to enrollment and real-time authentication .

Over the phone, the quickest way to identify someone is by voice, and with biometrics the identification occurs

via the unique characteristics of a person’s voice . Verint IAFD can passively analyze a caller’s “voiceprint” during

interactions to help verify his or her identity . The solution can passively enroll or screen customers’ voices in the

background without asking them to provide specific passphrases, and can accurately match a caller’s voice to

the voiceprint on record within seconds .

Secondly, Verint IAFD simultaneously provides the ability to screen for potential fraudsters who repeatedly

contact the call center . The solution offers the ability to identify and reduce fraud losses and protect the contact

center from fraud in the future .

45


Verint IAFD is a license enabled feature of Verint Recording, which is an integral part of the Customer

Engagement Optimization suite and avoids additional costly and time consuming integrations to the telephony

infrastructure .

Pricing

Licensing is based on Named Employee .


Verint integrates voice biometrics technology with its Customer Engagement Optimization platform, which

incorporates a formidable portfolio of more than 800 patents and patent applications worldwide .

Verint Key Differentiators:

Voice biometrics is natively embedded in Verint Recording as part of the Customer

Engagement Optimization platform enabling fast and cost-effective deployment and real-time

authentication.

“Passive” (text independent) voice biometrics that does not require active involvement of end

consumer during each authentication cycle.

Dual screening of calls for both identity authentication and fraud detection in a single solution.

With over 25 years of experience in the capture of real-time data in the call center, Verint is

uniquely positioned to provide a cost effective biometric solution as an integral part of its

recording platform.

Ability to uniquely combine the conversational indicators with biometric analysis providing

enhanced security and agent guidance.

46


Voice Biometrics Group

Headquarters: Newtown, PA

Revenues: private

Year founded: 2009

website: www .voicebiometricsgroup .com

Company Description

Voice Biometrics Group™ (VBG) is a leading provider of voice biometric identification and verification software,

delivery systems, and related consulting services . Simply stated, their technology is used by companies to

identify their customers based on the unique characteristics of their voices .


The areas where Voice Biometrics solves important problems and enables new value are likely the following:

• Consumer IOT apps such as home automation, car automation, Alexa, and Siri-like systems, where

voice bio will identify the speaker to customize the individual user experience, as well as provide

authentication

• Both Authentication and Fraud Detection in Contact Centers, if made easier to implement and

easier to adopt

• Additional factor in applications protecting access to important resources, such as moving money,

entering information into critical databases, and accessing private health information

• Fraud prevention and detection with randomized biometric checks in consumer and employee

business processes, such as time clock entry, reporting, online education

• Additional factor in online application security directly through the web browser


Own voice biometrics engine, developed 100% internally; no patents to date

Product Offerings

• VBG Verifier: Tools for enroll and verify users

• VBG Identifier: Provides 1:N or M:N matching

• VBG Dashboard: Real-time reporting tool

• VBG Classifier: Classify speech samples (e .g . gender, age, accents)

• VBG Mobile App: Integrate into existing native mobile app

• VBG IVR / SMS Add-ons: Provide telephony, IVR, SMS to Verifier

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Pricing

Cloud and on-premise subscription models with per user, per transaction, and/or per voiceprint; Pricing is

adapted based on the customer’s business model

Voice Biometrics Group Key Differentiators:

SMB focus for authentication and fraud detection over telephony, mobile, and web channels

Pricing flexibility compared to the more well-known providers

Support and fast response

VBG platform handles all voice biometric modes (static and random, active and passive, text

dependent and independent) from a single system, runs in Linux or Windows, requires only

150 new samples (split 50/50 male and female) to support a new language, and includes ASR

for content checking of the voice sample

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VoicePIN

Headquarters: Cracow, Poland


Revenues: private

Year founded: 2011

website: www .voicepin .com

Company Description

VoicePIN offers advanced voice biometrics solutions to clients around the world, designed to provide complete

security to end users of banks, call centers and interactive voice response help desks . Using unique voice

characteristics, VoicePIN’s voice biometrics technology allows authorized users to access very personal data

without having to remember logins or passwords, and lowers the risk of data compromise and identity theft .

Offered as an on-premise and SaaS solution, VoicePIN’s platform is designed for banks, call-centers, insurance

industry, healthcare stakeholders


Important factors to consider for voice biometrics:

• Component of real-time authentication

• Multi-factor authentication

• Ubiquitous mobile authenticator

• Strictly for fraud detection

• Password Reset

• Emotion Detection

• IoT personalization

• Automotive


Own engine

Pricing

Variable pricing based voiceprints, daily verifications and channels, with a monthly subscription payment

available for every on-premise model; pricing also depends on size of implementation .

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VoicePIN Key Differentiators:

First voice biometrics producer with SaaS model

Language Independent Lexmatch

Multichannel

Fast & Easy Deployment

50


VoiceVault

Headquarters: El Segundo, California

Revenues: <5 million

Total number of employees: 20+ (R&D: 4)

Year founded: 2003

website: www .voicevault .com

Company Description

VoiceVault provides voice biometric solutions for mobile, on-device and telephony applications . The solutions

focus on ease of use along with convenience for customers and end-users while providing unparalleled levels of

security . Solutions are developed and delivered through partners or direct to client organizations and these can

be deployed through a range of hosting models including cloud, on premise or via managed service providers .

VoiceVault’s technology is proprietary to them and is 100% in-house developed .


Enabling technology for multi-modal active consumer authentication .


Own VB engine, proprietary and 100% in-house developed

Product Offerings

• ViGo® Mobile Identity Verification - Biometric Identity solution pre-configured for simplicity, designed for

mobile app developers and 100% focused on mobile security

• ViGo® Wear for Wearables — Voice biometric authentication solution to provide high-level security for

wearable devices .

• Fusion Enterprise - Ultimate in voice biometric customization; no restrictions on where it is deployed,

hosted, how it is configured or, what it is used for .

• Identity and Access Management—ViM — VoiceVault’s Identity Manager is a powerful password reset

automation tool, simplifies the process for customers and employees .

• VoiceSign — Legally binding equivalent of a hand-written signature, provides voice biometric evidence to

greenlight a transaction .

Pricing

Multiple pricing models that are dependent upon number of transactions and users

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VoiceVault Key Differentiators:

100% focused on voice biometrics with military grade proprietary algorithms

Rapid and simple deployment with an easy to use API for ease of developing applications as

well as a free developer trial

Collaborative and flexible development with clients, highly configurable to exactly meet even

the most complex security requirements

99% success rate in production deployments

Ongoing innovation through in house R&D

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About Opus ResearchOpus Research is a research-based advisory firm providing critical insight and analysis of enterprise implementations of software and services that support multimodal customer care and employee mobility strategies. Opus Research calls this market “Conversational Commerce” with tailored coverage and sector analysis that includes: Self-Service & Assisted Self-Service, Voice & Call Processing, Web Services, Personal Virtual Assistance, Mobile Search and Commerce and Voice Biometrics.

For sales inquires please e-mail [email protected] or call +1(415) 904-7666This report shall be used solely for internal information purposes . Reproduction of this report without prior written permission is forbidden . Access to this report is limited to the license terms agreed to originally and any changes must be agreed upon in writing . The information contained herein has been obtained from sources believe to be reliable . However, Opus Research, Inc . accepts no responsibility whatsoever for the content or legality of the report . Opus Research, Inc . disclaims all warranties as to the accuracy, completeness or adequacy of such information . Further, Opus Research, Inc . shall have no liability for errors, omissions or inad-equacies in the information contained herein or interpretations thereof . The opinions expressed herein may not necessarily coincide with the opinions and viewpoints of Opus Research, Inc . and are subject to change without notice . Published June 2017 © Opus Research, Inc . All rights reserved .

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