Introduction

Purpose-built for contact center security. Strengthen inbound voice defenses and CX by using Verify’s real-time bio-signal analysis to authenticate callers, flag impostors, and detect deepfakes within seconds.

Note: Exploring our event framing for contact center security and CX? See the HYPR Live overview (Verify-focused) at /hypr-live-voxeq-voice-intelligence. VoxEQ Verify is a cloud-native, API-first voice intelligence solution that authenticates callers and detects impostors within the first seconds of a call—without storing PII or requiring prior enrollment. It analyzes bio-signals in the human voice (physiology-driven, language-agnostic, text-independent) to deliver actionable fraud risk and demographic insights that fit seamlessly into contact center workflows. VoxEQ Verify • AI Ethics • VoxEQ home

Inputs and Outputs at a Glance

• Input: real-time caller audio from the voice channel; no passphrase or transcription required (language-agnostic, text-independent). VoxEQ home, Verify

• Output: structured labels and risk scores only (no voiceprints or PII stored), enabling policy-driven decisions in IVR, agent desktop, or fraud orchestration layers. AI Ethics, Verify

Real-time flow (first seconds of a call)

• 0–1s: Call connects; Verify begins passive analysis (no fixed phrase). VoxEQ home

• ~1–4s: Bio-signal extraction and fusion modeling across multiple physiological features. IDV vs. Fraud Detection

• By ~5s: Risk scores, demographic estimates, synthetic likelihood, and Watch List status are posted back for decisioning; agents/IVR can adapt immediately. Old Verify

Works for both enrolled and unenrolled callers

• Unenrolled: Verify delivers impostor detection from the very first interaction—protecting new or anonymous callers instantly. Verify, Ebook/Demo

• Enrolled: If you maintain voiceprints, Verify can assist ID/V while simultaneously running anomaly detection to catch fraud that slips past traditional checks. Ebook/Demo, What is Voice Biometrics

Watch List behavior

• Real-time, always-on: Flags emerging threats in-session rather than relying solely on static, external databases.

• Repeat impostors: Detects return attempts across programs and sessions, empowering step-up flows or auto-deflection. Product Guide, Verify

Synthetic, deepfake, and voicemail/system detection

• Native synthetic screening: Identifies AI-generated and manipulated voices alongside physical-voice inconsistencies. Verify

• Context-aware allowlisting: Differentiates benign automation like voicemail systems and virtual agents so legitimate flows aren’t blocked. TTEC + VoxEQ press

• Market backdrop: Call center fraud and synthetic voice misuse are rising, increasing the need for enrollment-free, real-time defenses. VoxEQ blog/resources, Fraud Detection Playbook

Sensitivity tuning and policy controls

• Dynamic False Positive Rate: Shape customer experience vs. security sensitivity by line of business, queue, or risk tier. VoxEQ home

• Customized Acuity: Customer-controlled thresholds to align with risk tolerance and operational KPIs. Carnegie Foundry press

• Dynamic Confidence: Adapts to audio quality to maintain decision reliability in real-world telephony. Carnegie Foundry press

Micro-guide: Configurable risk thresholds and score cutoffs

Use these UI patterns to tune sensitivity and automate decisions without adding friction.

1) Threshold slider (set your cutoff)

• Set per line-of-business, queue, or campaign (e.g., impostor_risk ≥ 0.72).

• Live preview: expected false positive rate and impact on pass/step-up/deflect.

• Alt text: Configurable risk thresholds and score cutoffs — Threshold slider set to 0.72 with preview of expected FP rate and decision distribution.

2) Step-up policy rule (when to add friction)

• Example rule:

if impostor_risk >= cutoff or synthetic_likelihood >= high:
 require = ["OTP", "KBA-lite"]
 restrict = ["balance_change", "address_update"]
 route = "SecureDesk"
else:
 route = "Standard"

• Configure per segment (VIP, new-to-bank, claims) with different cutoffs.

• Alt text: Configurable risk thresholds and score cutoffs — Policy rule editor showing step-up conditions for high risk or synthetic voice.

3) Watch List action (known/repeat impostors)

• On watch_list == true:

• Auto-escalate to fraud queue

• Tag case and lock sensitive entitlements

• Push alert to investigation tooling

• Alt text: Configurable risk thresholds and score cutoffs — Watch List hit configured to auto-escalate and lock transactions.

Integration and deployment

• API-first, cloud-native: Designed for rapid integration into IVR, agent desktop, fraud orchestration, and case management—without new hardware. Verify, Product Guide

• CCaaS ecosystem: Integrations and listings include Genesys and Amazon Connect, enabling fast adoption. VoxEQ home, Genesys AppFoundry announcement- Genesys AppFoundry availability & billing:

• Verify for Genesys Cloud is listed as a Premium Client app (v1.0) and is purchased through the Genesys Billing Agent. AppFoundry: Verify

• The listing highlights Dynamic False Positive control—adjust risk thresholds instantly by queue or line of business without backend changes. AppFoundry: Verify

• TTEC Digital SmartApps Cloud: Joint solution brings real-time Verify capabilities to a widely used FS platform, reducing average handle time and broadening access beyond Fortune 500 budgets. Martech Edge, TTEC + VoxEQ press

• Time-to-value: Documented one-day deployments and successful scale-through surges in government and enterprise programs. Case study

Privacy, ethics, and data handling

• No storage of customer PII or voiceprints by VoxEQ; outputs are labels and scores for your systems to use. AI Ethics, Verify

• Strict data minimization, governance, and destruction policies; no selling or trading of biometric data. AI Ethics

Decisioning patterns (examples)

• Low risk + no synthetic + no Watch List: Auto-streamline ID/V and route normally.

• Elevated risk or synthetic suspected: Step-up via OTP/KBA, limit entitlements, or deflect to specialized queue.

• Watch List hit: Auto-escalate, lock sensitive transactions, record evidence for investigation.

• Low audio confidence: Request a small amount of additional audio or route to live agent for assisted verification.

Business impact and context

Why now (2025)

• 1 in 20 verification attempts is fraudulent, underscoring escalating FS risk and the need for real-time, enrollment-free screening at call start (BrightTALK webinar citing Veriff).

Defense-in-depth: Within TTEC Digital’s SmartApps Cloud, Verify complements device verification and mobile MFA for layered protection without added friction (TTEC + VoxEQ press, BrightTALK).

• Reduces friction and average handle time by moving ID/V into passive, early-call decisioning. TTEC + VoxEQ press

• Addresses rising phone-based fraud and synthetic voice risks with enrollment-free protection that covers every caller, including first-timers. VoxEQ home, Fraud Detection Playbook

• Underpinning R&D: VoxEQ reports breakthroughs in age-from-voice accuracy and continues advancing physiology-based models core to Verify’s signals. Carnegie Foundry press

Where to learn more

• Product: VoxEQ Verify • Product Guide

• Integrations: Genesys/AppFoundry • TTEC Digital partnership

• Ethics & Privacy: AI Ethics Statement

• Context & case studies: Ebook/Demo • Case study • Resources Hub