Daon IdentityX is now available on Genesys AppFoundry, allowing companies to verify customers’ identities during calls in real-time.
IdentityX will connect with Genesys AudioHook APIs to deliver improved identity verification, help mitigate fraudulent account-take-over (ATO), and increase the speed of customer interactions with the contact center.
AppFoundry is Genesys’s marketplace of tech solutions that integrate with its Cloud CX offering. These aim to support contact centers in expanding their features in a scalable and agile manner.
Now, by adding Daon IdentityX, Genesys meets a growing need for effective identity verification. Indeed, online retailers are set to lose more than $25 billion in payment fraud by 2024, an increase of 52 percent in four years, according to research by Juniper Research.
Daon counts several of the world’s leading tourism companies, banks, and telecom companies as clients, including Hyatt, BNP Paribas, and Softbank.
Ralph Rodriguez, President and Chief Product Officer at Daon, said:
Businesses are constantly adding more sophisticated identity proofing and verification technologies to combat fraud. With contact centers being the heart of the activity, Daon is excited to bring our patented and proven voice biometrics authentication into Genesys’ industry leading Cloud CX platform.
Rodriguez added that companies can implement IdentityX within hours, without any major disruption to a call center’s existing customer workflows.
Companies will use Genesys AudioHook to stream the call audio from Genesys Cloud CX to Daon, which will then perform voice biometric authentication in real-time.
“With ATO and other on-line fraud on the rise, we’re in full support of incorporating Daon’s patented voice biometric solution to deter fraud throughout our partners contact center offering,” said Dave Murashige, Head of IP and Innovation at Avtex, which is supporting the deployment.
IdentityX is the latest in a string of new tech tools available in AppFoundry, following the likes of SuccessKPI and TreasureData.
