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With VoiceRite Password Reset, an organization can give users the power to reset their own passwords, securely, increasing productivity, and lowering support costs. Many IT departments spend startling amounts of time and money each year managing password reset requests. Some analysts indicate that upwards to 40% of Help Desk call volume can be attributed to “resetting passwords”, and that the average help desk labor cost for a single password reset is about $20.
Help Desks have tried offering many types of password reset self-service solutions, but have found that users keep calling, because they prefer the most familiar user interface - the phone. As long as you publish a Help Desk phone number, users will call it when they forget their password. The solution is to automate these calls with Password Reset.
Password Reset is easily deployed in any enterprise that uses Microsoft Active Directory. The solution requires only a web server and Cisco Integrated Services Router or other VoiceXML browser to save your company money and make your employees more productive.
Simple Yet Powerful
Password Reset securely authenticates and unlocks a user’s account without help desk intervention. Users can reset their passwords at any time with the power of speech, virtually eliminating expired or forgotten password calls to your Help Desk. The process is simple enough for any user to gain control over resetting passwords.
Secure
To support enterprise security policies, Password Reset is designed with features like configurable caller prompts to provide security policy instructions. For example, administrators can have the system play a prompt informing the caller not to use a speakerphone to receive a new password. Another security feature locks out a caller after a configurable number of attempts to reset their password. Maximum retry counts are set according to your corporate security policies. All authentication information is stored securely using encryption and administrators are immediately notified via email of password related events as they occur, if desired.
Application Features & Benefits:
- Configurable Password Delivery - administrators can set up delivery of passwords to users’ email, voicemail, phone display or over the phone.
- Multiple Authentication Question Selection - users can be presented with a number of authentication questions.
- Security Policy Support - options to enforce enterprise security policies are included, such as caller ID verification, password reset audit trail, and more.
- Microsoft Active Directory - this industry leading LDAP compliant Directory Server is already integrated and requires only minimal configuration.
- VoiceXML Based – runs alongside other VoiceXML applications on industry standard platforms.
- Web-Based Administration – make updates, configuration changes, and customizations to applications from any location securely.
- Configurable Solution to Meet Your Needs – no single solution fits all companies.
- Cisco Voice Gateways or IBM WVS - runs on standard later model Cisco Systems’ Integrated Services Routers (e.g. 2800, 3800 series)
- MRCP - supports multiple speech recognition engines through industry standard MRCP interface.
- TDM & VoIP Interface - integrates within a VoIP or traditional TDM switched environment.
- Multi-Language Support - available in multiple languages on three continents. Ask your VoiceRite sales representative about support for your language.
- Tuning - provides VoiceRite Framework tools for simplified grammar tuning and improved speech recognition.
Hardware Components:
- Speech Application Server (Intel/AMD processor, 3.0 GHz +, 4 GB RAM, 20 GB Disk space)
- Cisco Integrated Services Router the voice and VoiceXML options
- Cisco Unified Communications Manager & IP Phones (required for caller information display on telephone)
Software Components:
| The following Voice and Application Servers are supported: | The following Voice XML Browsers are supported: |
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| The following Database servers are supported: | The following Operating Systems are supported |
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| The following Web browsers for administration are supported: | The following PBX’s are supported |
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| Question: How does Password Reset know it is me calling to reset my password? |
| Answer: While some systems use your voice print like a finger print over the phone, we have found that using the same strategy as a help desk agent is much more secure and less prone to errors. So when you call Password Reset, the first thing it asks you is for your first and last name. It uses this information to identify you. Once it thinks it knows who you are (because you told it), it now has to authenticate you by asking a series of challenge questions that only you would know the answer to. |
| Question: We have a help desk that resets our passwords if we forget or loose them, how is Password reset different? |
| Answer: Password Reset automates what your help desk is currently doing. In fact, the main difference one of your users would notice is the voice on the other end of the telephone, and how much more quickly their password gets reset. This is because Password Reset is designed to mimic what the help desk agent does. |
| Question: So if Password Reset mimics what our current help desk agents are doing, why bother? |
| Answer: Because help desk agents are a valuable resource that is being wasted on mundane password reset calls. Password Reset will make the users happier, the help desk more productive and save your company money. |
| Question: My experience with speech recognition is that applications are expensive. Is Password Reset expensive? |
| Answer: No, Password Reset is a packaged application (like Microsoft Word is a packaged application). This saves you the cost of having a custom speech application developed for you, and reduces your overall cost of ownership, because it's easy to deploy and maintain, and uses off-the-shelf hardware, operating systems and middleware. |
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Password Reset makes help desk employees more productive**
**Check back soon for availability
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