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 11, 2024
- November 27, 2024
- February 22, 2023
- December 6, 2022
- September 28, 2022
- June 7, 2022
- March 7, 2022
- October 27, 2021
- June 28, 2021
December 11, 2024
On Wednesday, December 11th, 2024, we will release a new feature for Talkdesk Identity™, designed to streamline data extraction and enhance user experience when exporting data:
New:
Filters Available on Export: You can now apply filters in the Identity App after clicking the Export button and before the download begins, enabling you to extract precisely the information you need.
The available filters include:
- Period of Time (choose from predefined ranges or define custom date ranges)
- Interaction ID (it is possible to enter multiple IDs separated by commas)
- Voice Operation
- Voice Result
- Phone Status
- Phone Valid
- Spoofing Status
Among the main benefits of this new feature are:
- Better data control: Customize exports to include only relevant data, avoiding unnecessary information.
- Enhanced performance: Reduce the risk of timeouts and slow downloads by exporting smaller, focused datasets.
- Historical flexibility: Export interactions beyond the previous limit of 90 days.
This is especially beneficial for customers managing large volumes of Identity data, providing a smoother and more efficient export experience.
For more details, please check Using Identity for Monitoring and Reporting.
November 27, 2024
On Wednesday, November 27th, 2024, we will release the following new features for Talkdesk Identity™, designed to enhance the troubleshooting of voice biometric authentication issues:
New:
- Failure Reason Descriptions: When voice enrollment or authentication fails, detailed failure reasons are now displayed on the Conversations App (“Identity” tab) and on the Identity App. Examples include replay attacks, background noise, no speech, keypress missing.
- Failure Code and Reason in Exported Data: Failure codes and their descriptions are now included in exported Identity data, providing additional insights for reporting and analysis.
With this improvement:
- Agents have more details to assist contacts: E.g., advising them to move to a quieter environment or speak louder in the next authentication attempt.
- Enhanced fraud detection: Assists in identifying issues like replay attacks, thus boosting security.
- Detailed visibility: Supervisors and Admins gain detailed visibility into authentication failures.
Note: These updates are available automatically for customers using Identity (with voice authentication).
For further details, please check Talkdesk Identity: Troubleshooting Voice Biometric Failures documentation.
February 22, 2023
On Wednesday, February 22nd, 2023, we are releasing version 4.1.0 of Talkdesk Identity™ which includes the following:
New:
- Export Identity call information: Now, you can export the call information available in Identity into a CSV file. The data includes voice authentication, phone validation, and spoofing detection insights, allowing you to quickly analyze interactions and use that information for reporting.
- Identity Insights API: By accessing the new Identity Insights API, you can integrate information regarding the caller’s authentication and fraud-related insights, analyze a caller’s number and interactions with third-party systems, or trigger alerts when certain events are identified.
Enhancements:
- Bug fixes and other performance improvements.
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).
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:
- 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.
- New admin configurations: As an Admin, you can choose your preferred authentication method. If you choose Active voice authentication, the caller needs 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:
- New Studio component “Validate phone”: To fetch and expose phone insights as variables within Studio.
- 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.
- Failures visibility: With Identity, you will be able to 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:
New:
- 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.
Guardian Identity aims to address phone fraud detection and provide 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's 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.
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 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.
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.