– Active authentication is where the customer is aware of the process, voluntarily participates in the authentication and provides time for the same. This is before he is connected to a live agent/contact center axis
– Passive authentication is where the customer has contacted the service help desk, is describing his/her problem and the biometric server runs an authentication check in the background, as he speaks. The help desk may encourage the customer to speak for more than 10 secs, to allow for correct authentication/recognition against voiceprints. This passive system needs more ports, E1/PRI lines on the CTI to allow for real-time processing. This is resource hungry.