Case Study: Government Agency achieves faster, fraud-resistant customer verification with Ixia

Visibility and Voice Biometrics Prevent Fraud and Streamline Customer Experience

Government Agency, a federal revenue collection agency, needed a faster and more secure way to verify the identity of the 9 million people calling each year—75% of whom required agent-led authentication. The manual process consumed 75,000 hours annually, created customer frustration, and left the agency vulnerable to identity theft and refund fraud, with 18,000 fraud attempts recorded in 2014.

Ixia implemented a visibility and voice biometrics solution using Ixia Flex Taps, Ixia Network Packet Brokers, and supporting services to deliver lossless, real-time voice traffic to third-party biometrics tools. With Ixia, the agency enrolled more than 1.5 million voiceprints in the first year, reduced call times by 40–45 seconds, saved 16,000+ call-center hours, and helped stop over $6 million in fraudulent refunds by detecting 11,000 identity theft attempts.