Microsoft 365 Roadmap
RM575280Microsoft Contact Center Intelligence: Biometric authentication
Summary
Voice biometric authentication delivers business value by reducing fraud and agent operating costs in contact centers. Voice-based verification improves identity assurance shortens call durations reduces customer service rep effort and enable secure self-service transactions. At the same time, it improves customer experience and scalability by authenticating callers naturally as they speak. This enables consistent, risk-based security across high call volumes without adding authentication friction or process complexity.