Top Menu

Voice Biometrics Product and Market Report

2016 Voice Biometrics Product and Market Report

It’s taken over 20 years, but voice biometrics is finally starting to receive attention and investment. For contact centers, voice biometrics has emerged as an important tool for effectively and securely handling customer identification, authentication and fraud mitigation, uses that could save companies millions of dollars and improve the customer experience.

Inaugural coverage of an emerging but important technology sector

DMG Consulting’s 2016 Voice Biometrics Product and Market Report introduces coverage of the uses and benefits of an IT sector that is growing in popularity due to its ability to improve security, mitigate fraud risks and reduce losses, while greatly enhancing the customer experience. Voice biometrics is a natural fit for contact centers; it uses the unique characteristics of each speaker’s voice to identify them, a big win for enhanced security and reduced customer effort. It also provides great benefits for enterprises looking to improve productivity and reduce the cost of service, given that voice biometrics can shave anywhere from 20 seconds to 5 minutes of talk time from agent-assisted interactions.

The 2016 Voice Biometrics Product and Market Report is the only in-depth analysis of these emerging solutions, covering vendors, products, functional capabilities, prices, and more. The Report analyzes market trends and challenges, product innovation, reviews the competitive landscape, and presents market activity data and 5-year projections. The Report covers seven vendors who provide voice biometrics solutions to contact centers, although most of these solutions are designed for broader use across many verticals. The 6 vendors covered in detail in this Report are Auraya, NICE, Nuance, SESTEK, TradeHarbor and Verint Systems. A seventh vendor, ValidSoft, is covered at a high level.

Key features of the Report include:

  • Definition of voice biometrics: what it is, how it works, and an examination of the functional components that comprise these solutions
  • Insights into the current uses and applications of voice biometrics and its benefits for customers, contact centers and agents
  • A look at non-contact-center applications for voice biometrics, including e-Signature
  • Discussion of the regulatory issues that can potentially impact the voice biometrics market
  • A review of the market trends and challenges that are driving investments and vendor innovation
  • The role of voice biometrics in the customer journey
  • Review and assessment of the voice biometrics competitive landscape
  • Voice biometrics market activity analysis and 5-year market growth projections
  • Overview of the 7 leading and contending voice biometrics vendors, including company snapshots and product offerings
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Discussion of voice biometrics market innovation, including new features and enhancements that are planned for delivery in the next 12-18 months
  • Vendor pricing models for on-premise, cloud-based and managed service voice biometrics solutions
  • Detailed company reports for the 7 leading and contending voice biometrics vendors, analyzing their products, functionality and future product development plans
  • Comprehensive Voice Biometrics Vendor Directory
  • Voice Biometrics Glossary of Terms

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Voice Biometrics?
4.1 DMG’s Definition of Voice Biometrics
4.2 How it Works
4.3 Voice Biometrics Application Building Blocks
4.4 Accuracy
4.5 Tuning
4.6 Vendor Definitions of Voice Biometrics
5. Voice Biometrics Uses and Benefits
5.1 Vertical Applications
5.2 Misconceptions about Voice Biometrics
6. Voice Biometrics in Contact Centers
6.1 Enrollment
6.2 Verification
6.3 Fraud Identification
7. Non-Contact-Center Voice Biometric Applications
8. e-Signature
9. Compliance and Regulations
10. Voice Biometrics Trends and Challenges
10.1 Voice Biometrics Trends for 2016
10.2 Voice Biometrics Challenges for 2016
11. Voice Biometrics’ Role in the Customer Journey
12. Voice Biometrics Competitive Landscape
13. Voice Biometrics Market Activity Analysis
13.1 Measuring Contact Center Voice Biometrics Market Activity
14. Contact Center Voice Biometrics Market Projections
15. High-Level Functional Summary
16. High-Level Technical Summary
16.1 Security
16.2 Administration
16.3 Integration
17. Vendors and Solutions
17.1 Company Snapshot
17.2 Vendor Offerings and Products
17.3 Dashboards and Reporting
18. Implementation Analysis
18.1 Implementation Process
18.2 Implementation Best Practices
18.3 Training and Professional Services
18.4 Maintenance and Support
19. Voice Biometrics Market Innovation
20. Pricing
20.1 Premise-Based Pricing
20.2 Cloud-Based Pricing
20.3 Managed Service Pricing
21. Company Reports
21.1 Auraya Systems Pty Ltd
21.2 NICE
21.3 Nuance Communications, Inc.
21.4 SESTEK
21.5 TradeHarbor, Inc.
21.6 ValidSoft UK Ltd.
21.7 Verint Systems
Appendix A: Voice Biometrics Glossary of Terms
Appendix B: Voice Biometrics Vendor Directory
Table of Figures

Figure 1: Voice Biometrics Technology Building Blocks
Figure 2: Accuracy
Figure 3: Tuning
Figure 4: Vendor Definitions of Voice Biometrics
Figure 5: The Uses and Benefits of Voice Biometrics
Figure 6: Summary of Voice Biometrics Benefits
Figure 7: Uses and Benefits, by Vendor
Figure 8: Vertical Solutions
Figure 9: Enrollment
Figure 10: Verification
Figure 11: Fraud
Figure 12: e-Signature
Figure 13: Privacy Laws Applicable to Voice Biometrics
Figure 14: 2016 Voice Biometrics Trends
Figure 15: 2016 Voice Biometrics Challenges
Figure 16: Voice Biometrics Improves the Customer Experience
Figure 17: Contact Center Voice Biometrics Customer Growth Rate, 2016 – 2021
Figure 18: High-Level Functional Summary
Figure 19: High-Level Technical Summary
Figure 20: Security
Figure 21: Administration
Figure 22: Integration Capabilities
Figure 23: Company Snapshot of May 2016
Figure 24: Product Modules
Figure 25: Dashboards and Reporting and Analytical Capabilities
Figure 26: Implementation Process
Figure 27: Implementation Best Practices
Figure 28: Training and Professional Services
Figure 29: Maintenance and Ongoing Support
Figure 30: Emerging Voice Biometrics Capabilities, by Category
Figure 31: Pricing: Premise-Based Voice Biometrics Solution
Figure 32: Pricing: Cloud Based Voice Biometrics Solution
Figure 33: Pricing: Managed Service Voice Biometrics Solution

+ Key Elements of this Report

Key features of the Report include:

  • Definition of voice biometrics: what it is, how it works, and an examination of the functional components that comprise these solutions
  • Insights into the current uses and applications of voice biometrics and its benefits for customers, contact centers and agents
  • A look at non-contact-center applications for voice biometrics, including e-Signature
  • Discussion of the regulatory issues that can potentially impact the voice biometrics market
  • A review of the market trends and challenges that are driving investments and vendor innovation
  • The role of voice biometrics in the customer journey
  • Review and assessment of the voice biometrics competitive landscape
  • Voice biometrics market activity analysis and 5-year market growth projections
  • Overview of the 7 leading and contending voice biometrics vendors, including company snapshots and product offerings
  • Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
  • Discussion of voice biometrics market innovation, including new features and enhancements that are planned for delivery in the next 12-18 months
  • Vendor pricing models for on-premise, cloud-based and managed service voice biometrics solutions
  • Detailed company reports for the 7 leading and contending voice biometrics vendors, analyzing their products, functionality and future product development plans
  • Comprehensive Voice Biometrics Vendor Directory
  • Voice Biometrics Glossary of Terms
+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. What is Voice Biometrics?
4.1 DMG’s Definition of Voice Biometrics
4.2 How it Works
4.3 Voice Biometrics Application Building Blocks
4.4 Accuracy
4.5 Tuning
4.6 Vendor Definitions of Voice Biometrics
5. Voice Biometrics Uses and Benefits
5.1 Vertical Applications
5.2 Misconceptions about Voice Biometrics
6. Voice Biometrics in Contact Centers
6.1 Enrollment
6.2 Verification
6.3 Fraud Identification
7. Non-Contact-Center Voice Biometric Applications
8. e-Signature
9. Compliance and Regulations
10. Voice Biometrics Trends and Challenges
10.1 Voice Biometrics Trends for 2016
10.2 Voice Biometrics Challenges for 2016
11. Voice Biometrics’ Role in the Customer Journey
12. Voice Biometrics Competitive Landscape
13. Voice Biometrics Market Activity Analysis
13.1 Measuring Contact Center Voice Biometrics Market Activity
14. Contact Center Voice Biometrics Market Projections
15. High-Level Functional Summary
16. High-Level Technical Summary
16.1 Security
16.2 Administration
16.3 Integration
17. Vendors and Solutions
17.1 Company Snapshot
17.2 Vendor Offerings and Products
17.3 Dashboards and Reporting
18. Implementation Analysis
18.1 Implementation Process
18.2 Implementation Best Practices
18.3 Training and Professional Services
18.4 Maintenance and Support
19. Voice Biometrics Market Innovation
20. Pricing
20.1 Premise-Based Pricing
20.2 Cloud-Based Pricing
20.3 Managed Service Pricing
21. Company Reports
21.1 Auraya Systems Pty Ltd
21.2 NICE
21.3 Nuance Communications, Inc.
21.4 SESTEK
21.5 TradeHarbor, Inc.
21.6 ValidSoft UK Ltd.
21.7 Verint Systems
Appendix A: Voice Biometrics Glossary of Terms
Appendix B: Voice Biometrics Vendor Directory
Table of Figures

Figure 1: Voice Biometrics Technology Building Blocks
Figure 2: Accuracy
Figure 3: Tuning
Figure 4: Vendor Definitions of Voice Biometrics
Figure 5: The Uses and Benefits of Voice Biometrics
Figure 6: Summary of Voice Biometrics Benefits
Figure 7: Uses and Benefits, by Vendor
Figure 8: Vertical Solutions
Figure 9: Enrollment
Figure 10: Verification
Figure 11: Fraud
Figure 12: e-Signature
Figure 13: Privacy Laws Applicable to Voice Biometrics
Figure 14: 2016 Voice Biometrics Trends
Figure 15: 2016 Voice Biometrics Challenges
Figure 16: Voice Biometrics Improves the Customer Experience
Figure 17: Contact Center Voice Biometrics Customer Growth Rate, 2016 – 2021
Figure 18: High-Level Functional Summary
Figure 19: High-Level Technical Summary
Figure 20: Security
Figure 21: Administration
Figure 22: Integration Capabilities
Figure 23: Company Snapshot of May 2016
Figure 24: Product Modules
Figure 25: Dashboards and Reporting and Analytical Capabilities
Figure 26: Implementation Process
Figure 27: Implementation Best Practices
Figure 28: Training and Professional Services
Figure 29: Maintenance and Ongoing Support
Figure 30: Emerging Voice Biometrics Capabilities, by Category
Figure 31: Pricing: Premise-Based Voice Biometrics Solution
Figure 32: Pricing: Cloud Based Voice Biometrics Solution
Figure 33: Pricing: Managed Service Voice Biometrics Solution

    • This field is for validation purposes and should be left unchanged.