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Voice Biometrics Conference 2012 – Singapore

2012 November 28
by Derek Top

Voice Biometrics Conference Singapore – November 7-8, 2012

Swissotel Merchant Court, Singapore

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Agenda & Presentations

Building on the success of the global Voice Biometrics Conference series, Opus Research organized and produced the largest voice biometrics conference to date in the Asia Pacific region. Top analysts, industry experts, implementers and vendors met in Singapore with keynote presentations and panel sessions discussing business opportunities, strategies and applications, deployment options, and what’s next for voice biometrics.

Tuesday, November 7, 2012

12:15 PM  -  1:00 PM
Beginners Briefing – This session is meant to provide a basic overview and background on all things Voice Biometrics. From basic terminology to trends and technical considerations. This session will include time for Q&A to address questions and issues that each firm may have going into the conference.
Speaker: Chuck Buffum, President, Buffum Consulting
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1:30 PM  -  2:00 PM
Welcome: Voice Biometrics Global Landscape – An overview of the changing market for voice biometric-based solutions for fraud prevention, caller authentication, speaker identification, mobile commerce, proof-of-life, and emerging apps.
Speaker: Dan Miller, Senior Analyst Opus Research
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2:00 PM  -  2:45 PM
The Cyber-Fraud Landscape – In today’s ever changing threat landscape, where fraudsters are introducing new methods to carry out their crimes almost on a daily basis, staying up-to-date with the emerging threats is key to providing convenient and secure customer service. In this session, Sivan Ofer will provide an update on the cyber-fraud landscape, its advances into the mobile world, and discuss the implications to contact centers.
Speaker: Sivan Ofer, Senior Project Manager, RSA’s Online Threats Managed Services Group, RSA

3:00 PM  -  3:45 PM
Integrating Voice Biometric Solutions: Checklist and Challenges – Avaya,  a leader in contact center and enterprise IT infrastructure joins a biometric authentication engine provider to explain how St. George Bank, an innovative bank in New Zealand, introduced voice authentication into its customer care call flows. They will discuss the processes involved in identifying known problems, prescribing and implementing solutions and quantifying the results of successful operations.
Chong-Win Lee, Director, Contact Center Solutions & Sales Specialists – Asia Pacific, Avaya
Dr. Clive Summerfield, Founder and CEO, Auraya Systems
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3:45 PM  -  4:15 PM
Reality Check: Securing Eastern European Contact Centers – CCIG (Call Center Inter Galactica) is a large customer care service provider in Eastern Europe. It has evaluated a number of opportunities and has deployed voice biometrics in its contact center to help protect its clients their customers from identity theft and fraud.
Speaker: Basem Vaseghi, Software Developer, FastWhiteCat
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4:15 PM  -  5:00 PM
Keynote: Voice Biometrics – Key to the Exceptional Customer Experience – Combining strong, voice-based authentication with accurate speech recognition and natural language processing is foundational to providing high-quality, responsive customer care. This has positive implications throughout business enterprises stepping up to support convenient, secure e-commerce.
Speaker: Brett Beranek, Solutions Marketing Manager, Enterprise Marketing Nuance Communications, Inc.
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Thursday, November 8, 2012

9:00 AM  -  9:45 AM
Keynote: Implementing Voice Biometrics in Financial Services – A first-person account of real-world implementation activities, including business case development, cost/benefit and feasibility analysis, vendor evaluation, piloting and client participation and enrollment.
Advait Deshpande, Sr. Manager  Retail Client Service Group, Vanguard
Dana Leva, Project Manager, Vanguard
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9:45 AM  -  10:30 AM
Panel Discussion: Addressing Contact Center Challenges – In July, Opus Research conducted primary research indicating high levels of dissatisfaction with current practices for caller authentication.  A panel of experts discuss the best practices for addressing callers’ impatience while conforming with internal security requirements.
Almog Aley-raz, VP Voice Biometrics, Nuance Communications
Chong-Win Lee, Director, Contact Center Solutions & Sales Specialists – Asia Pacific, Avaya
Ted Bray, Director of Customer Experience Solutions, Oracle
Ms Sherie Ng, Managing Director, NICE South East Asia

10:45 AM  -  11:30 AM
Reality Check: Leveraging Existing Infrastructure for Fraud Detection – Your existing voice recording infrastructure can be used in the battle against fraud and to protect your contact center. NICE Systems will show you how your recordings can be leveraged to build the voice prints that become the foundation for voice-based authentication and fraudster detection.
Speaker: Shlomi Kringel, General Manager, NICE Interaction Optimization
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11:30 AM - 12:00 PM
Case Study: Cybersecurity Malaysia- Speaker recognition is considered an advancement in audio forensics, but the technology is not new in Malaysia. Voice biometric tools have been proven to be a crucial audio forensics tool to assist a case prosecution. Mohd Zabri Adil Talib, Head of Digital Forensics Department, CyberSecurity Malaysia, will share his experience in handling high profile cases in Malaysia, such as The VK Lingam tape case and Sosilawati Murder case. He will focus on the methodology and challenges in the speaker identification.
Speaker: Mohd Zabri Adil Talib, Head of Digital Forensics Department of CyberSecurity Malaysia

1:15 PM - 1:45 PM
An Alternative View: The Power of a “White List” – Voice biometrics is most often associated with fraud prevention and imposter detection, but it has equally strong ability to foster strong bonds among individuals by providing constant, positive identification and assurances that the individuals who are already engaging in “conversational commerce.”
Speaker: Chuck Buffum, President Buffum Consulting

1:45 PM - 2:15 PM
Reality Check: Mobile Authentication – Applications and Use Cases – User authentication becomes vitally important as individuals call on their mobile devices (traditional phones, smartphones and tablets) to be their mobile assistant, commercial bank and universal communicator. Learn how voiceprints are, literally, the key to the kingdom.
Speaker: Javier Cano, Pre-Sales Manager, Agnitio
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2:30 PM – 3:15 PM
Future View: Lessons learned from a decade of deployments – Banks, hospitals and government agencies in Australia and New Zealand have a head start on the rest of the world when it comes to deploying voice biometric solutions to support self-service and agent based customer care. We’re fortunate to have two executives with years of experience to share objective perspectives on the key opportunities and challenges encountered when specifying and implementing these technologies. They will also discuss the implications for future deployments beyond contact centers and mobile devices.
Sam Jackel, Head of Delivery, Contact Centres, ANZ Bank
Hamish Stewart, CEO, Flare Design
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3:15 PM - 4:00 PM
Wrap-up and Call to Action – We close the conference with a comprehensive look at the directions and growth paths voice biometric technologies are destined to take in the future. At past conferences we’ve discussed applications like access control, password reset and voice signatures.   Now we’re discussing the role voice authentication plays in the world of mobility, multimodality and security issues that figure strongly into the ever changing adoption patterns.
Speaker: Dan Miller, Senior Analyst, Opus Research

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