Release Notes | Talkdesk Identity

Talkdesk Identity™ makes your contact center operations more secure through the use of active and passive voice authentication, phone validation, and spoofing detection. For more information, visit our Talkdesk Identity documentation.

 

December 6, 2022

On Tuesday, December 6th, 2022, we are releasing version 4.0.0 of Talkdesk Identity™ which includes the following:

New:

  • Self-service App activation: Now, Admins can activate Identity in a usage-based model and start using it immediately, after the initial setup.
  • Onboarding: End users have a new fully guided onboarding experience, so they can start Identity immediately (after learning how to configure voice authentication and phone validation).

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Enhancements:

  • Bug fixes and other performance improvements.

 

September 28, 2022

On Wednesday, September 28th, 2022, we are releasing version 3.0.0 of Talkdesk Identity™, which includes the following:

 

New:

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  • New authentication method: Voice authentication provides a new authentication method called Passive voice, where the voiceprint of the caller is captured on a voice call without the repetition of a predefined passphrase.

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  • New admin configurations: As an Admin, you can choose your preferred authentication method. If you choose Active voice authentication, the caller need to wait for a beep before repeating the passphrase, as well as silence should be automatically detected.

 

Enhancements:

  • Bug fixes and other performance improvements.

 

June 7, 2022

On Tuesday, June 7th, 2022, we are releasing version 2.0.0 of Talkdesk Identity™ which includes the following:

 

New:

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  • New studio component “Validate phone”: To fetch and expose phone insights as variables within Studio.

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  • Spoofing detection: With this mechanism, which uses the SHAKEN/STIR standard to attest calls, you can make sure a caller has the right to use a specific phone number.
  • Caller ID information: Now you can easily identify a caller in Identity, in the app, as well as in the Conversations app.
  • Voice biometrics enrollment triggered programmatically: This feature allows for more flexible studio flows.

 

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  • Failures visibility:With this add-on, you can see all failures during enrollment and authentication.

 

Enhancements:

  • Bug fixes and other performance improvements.


For more information, please visit our documentation.

 

March 7, 2022

On Monday, March 7th, 2022, we are releasing version 1.0.0 of Talkdesk Identity™, which includes the following:

  • Identity app: Identity is now available directly from Workspace.
  • Conversations app > Identity tab: This tab is shown automatically to all agents during all inbound calls. It includes an upsell teaser - for customers with access to Identity Starter - or Voice Biometrics and Phone Validations cards - for customers with access to Identity (Standard).


Agents can now see real-time information regarding the authentication of callers with voice biometrics and fraud-related insights concerning the caller’s phone number.

Enhancements:

  • Bug fixes and other performance improvements.

 

October 27, 2021

On Wednesday, October 27th, 2021, we will release Talkdesk Guardian Identity™.

Talkdesk Guardian Identity™ is a seamless authentication and fraud detection solution that enables your contact center’s callers to securely authenticate using their voice.

This new Guardian add-on is aimed at addressing phone fraud detection and providing a more secure authentication solution.

Through a General Data Protection Regulation (GDPR) compliant sign-up process, a speech voiceprint is created, encrypted, and stored for future voice verification when the user opts in.

 

What’s included

The release includes the following main capabilities:

  • Voice Biometrics: Uses active voice biometrics as a unique biological characteristic to verify a caller identity early in the flow. Unlike passwords or pin codes, the voice cannot be stolen or lost, and AI algorithms are trained to detect spoofing or synthetic voices. 
  • Phone Validation: Quickly extracts value with near real-time visibility into fraud scores and detailed phone number details. Provides visual information, so you can quickly access inbound call insights, such as potential risk, phone details, and history.

 

How to Access

Talkdesk Guardian Identity™ is available on-demand. You can request a free trial on the “Identity” page of the Guardian app.

If you wish to start using Talkdesk Guardian Identity™, please reach out to your Customer Success Manager.

For more information, please check our Talkdesk Guardian Identity documentation.

 

June 28, 2021 

On Monday, June 28th, 2021, we will release Talkdesk Guardian Guardrails™.

Guardian Guardrails is a new add-on product from the Guardian product family. In this release, Guardrails includes the “Reporting“ feature and an externally faced API to connect to the Logs > Session endpoint of Guardian.

Guardian Guardrails is included in the accounts of customers running a TD Enterprise edition, and is available as an add-on for customers running "Professional" or "Professional Plus".

 

What’s included

Reporting allows users to investigate a specific Case, Log, or agent behavior without having to log in to Guardian each time to adjust the filters and zoom into the Cases and Logs listings. Reporting includes the ability to get notified if and when the specified condition (also known as “threshold”) is met in a given Guardian report.

The Logs > Sessions API enables customers to connect current systems to Guardian (e.g., Security Incident, Event Management, or User Behavioral Analytics tools) and have data being fetched into those systems, so that logic (notification, reporting, alarm, among others) can be triggered.

 

How to Install

Guardian Guardrails will be available within the Guardian App in Workspace, as part of your Talkdesk account. By default, Administrators have access to Guardian and can provide access to other roles. 

 

For more information, please reach out to your Customer Success Manager or contact Talkdesk Support.

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