SAFPS to collaborate with OneVault to revolutionise fraud detection
14 April 2020 16:43 GMT

The Southern African Fraud Prevention Service (SAFPS) has entered into an agreement with OneVault to make use of its LumenVox Passive Voice Biometric & Fraud Scanner Authentication Platform which will take the fight to fraudsters to a higher level, and make sure that the public has an extra protection in the fight against fraud.

SAFPS have made significant investment into their technology infrastructure and have appointed Pivotal Data to provide them with a fully hosted, state of the art, contact centre technology that will allow them to provide their members with enhanced services and solutions.

The OneVault LumenVox Passive Voice Biometric Authentication Solution seamlessly confirms the identity of a caller by matching voice audio against a previously enrolled voiceprint.

Passive authentication takes place in the background, while the caller is talking to a contact center agent. The customer’s voice is matched against a previous conversation.

The solution will also facilitate the authentication of a caller’s voice against a watchlist of known fraudster or imposter audio that SAFPS has - and will continue to build – in real-time.

Passive voice authentication allows organisations to verify the identity of a customer in a typical call center environment during a normal conversation by making use of voice biometrics.

Just as two people do not have the same fingerprints, no two people have the same voice or manner of speaking.

“The SAFPS will be rolling out passive voice authentication within the company and we are confident that this will take the SAFPS into the 21st century,” said Manie van Schalkwyk, Executive Director of the SAFPS, “making use of this technology will allow the SAFPS to have a centralised fraud database which it can always refer to when it comes across suspicious cases. This will allow us to offer our members, and the public, a level of protection that was difficult to come by in the past.”

Van Schalkwyk pointed out that this technology will also be made available to its members which can then enroll their customers via their network of call centers across South Africa.

“The advantages of this technology to our members is obvious. Not only can our members be sure that they are either talking to the correct person, or identify a potential fraudster, they can also offer a new, desperately needed, level of customer service. If rolled out properly, call center agents won’t have to go through the normal security checks when talking to a customer,” says Van Schalkwyk. Passive voice authentication will also make the credit application process simpler and safer, something that every credit provider will want to take advantage of in the future. Credit providers can run their “Know-Your-Customer” (KYC) checks in real time and can respond appropriately.