Innovative Security Solutions

2025 Was a Great Year. We’re Just Getting Started. Make 2026 the Year Your Call Center Improves Its Security and Efficiency.

January 1, 2026
2025 Confirm Recap

In 2025, our customers achieved:

  • 17,168 voice verifications

  • 13,825 manual knowledge-based verifications

  • 2 seconds average time per voice verification

  • 40 seconds average time per manual verification

  • 53 voice mismatches detected

  • 277 high-risk calls identified

Voice authentication helped reduce verification time by over 180 staff hours. It also added a strong layer of fraud prevention without disrupting the member experience.

Manual verification is slow and increasingly insecure.

The FFIEC guidance confirms this. Knowledge-based questions, especially when used alone, are no longer considered sufficient. Financial institutions are expected to implement layered security and adopt multi-factor authentication in high-risk scenarios like call center interactions.

Voice biometrics qualifies as “something you are,” offering fast, reliable, and secure authentication. Unlike knowledge-based methods, it cannot be guessed or stolen and does not rely on customer memory.

The path forward in 2026 is clear.

  • Increase the use of voice authentication

  • Reduce dependency on manual verification by 50 percent

  • Expand high-risk call detection

  • Strengthen agent training for secure credential resets and fraud prevention

Authentication must be fast, accurate, and secure. With the right tools, your call center can deliver all three.