Call Center Communications Platform Embraces ID R&D Biometrics

“Now, thanks to the partnership with ID R&D, the system can identify customers using voice recognition or selfie-based facial recognition, with behavioral biometrics adding an extra layer of anti-fraud security.”

Biometric technology from ID R&D has been integrated into a unique communications platform from Ten Digit Communications.

Called “TDC Bridge”, the platform is designed to essentially deliver smartphone-like capabilities to a company’s call center lines, allowing them to communicate with customers via text, and to send links and images. Now, thanks to the partnership with ID R&D, the system can identify customers using voice recognition or selfie-based facial recognition, with behavioral biometrics adding an extra layer of anti-fraud security.

In a statement announcing the integration, Ten Digit CEO Gary Brandt decried the friction involved in the kind of security question-based authentication mechanisms that are traditionally used in call centers, asserting, “Customers don’t want to feel like they’re playing a trivia game to prove who they are.” Thanks to the integration of ID R&D’s technology, Brandt went on, the TDC Bridge platform “can now offer continuous biometric authentication at the network level and increase agent productivity, reduce company costs, and most importantly, create highly satisfied customers.”

The integration’s announcement this week came alongside the news that ID R&D has just appointed a new Chief Product Officer to further drive R&D into biometric authentication technologies, suggesting that the company is currently in an important growth phase with respect to both its solutions portfolio and its client base.