Voice over Internet Protocol (VoIP) reduces business overheads by allowing calls to be made at a cheaper rate, besides providing value-added services for calls.
VoIP has tools and methods to help it to improve security by incorporating call recording, voice analytics, and voice biometrics. Call recording is one of the major procedures using which VoIP provides better security to organizations, as they need to comply with regulations by recording all calls made through their phones, which includes mobile phones.
Call recording is known as voice documentation by VoIP service providers. This is because an entire electronic record of what has been shared between parties during these calls is made available. In the case of legal issues emerging, these records provide definitive evidence.
With voice biometrics, a security layer is furnished to validate individuals. Some vendors offer solutions for elementary validating that take place during call center communications by providing security for mobile apps and other applications and communications. When we use voice, it also provides the capability of replacing passwords, personal identification numbers, and challenge queries through a quicker mode of authentication, thus, reducing time wasted for businesses and customers alike, and providing enhanced security.
Major financial companies use only voice biometrics to provide customer validation security. Voice biometrics is used by companies and organizations where field service staff is provided authentication to communicate with a dispatch center and others to prevent intruders from accessing internal business events.
For instance, a person with an intent to attack will try to call a company pretending to be its employee and make use of various techniques to establish ties with the staff and steal data.
Using voice biometrics, an automated gatekeeper function could be delivered to probe inbound and in-house calls for suspicious elements.
Using voice biometrics and call recording together, voice analytics will be in a position to defend social engineering attacks comprehensively.
Employed as a big data–style application, voice analytics is used to monitor performance of call centers, measure the impact of new products, and offer competitive intelligence by using skills to search keywords and phrases.
When we tweak current procedures, it is possible to anticipate social engineering attacks, which try to access private data.
If an attack has been detected, voice biometric data of the invader can be detected and it can be used to understand what type of information is being scoured for. Which functions of the company are the targets can be identified by scanning the daily call records? The identity verification can then be inserted into the blacklist procedures to bar and obstruct any more calls from the detected invader.