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Automatic Password Reset (APR)

Name, TitleEmail, Contact info

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The Pain: Enterprise Password Challenges

Challenge #1: Lower costs at the IT help deskChallenge #1: Lower costs at the IT help desk

Challenge #2: Increase security for password resetsChallenge #2: Increase security for password resets

Challenge #3: Increase efficiency by enabling self-helpChallenge #3: Increase efficiency by enabling self-help

The Solution: The Nuance Password Reset ApplicationThe Solution: The Nuance Password Reset Application

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Introducing the Employee Productivity Suite -A building block approach to introducing speech

Flat File, LDAP, etc

PBX/IVR

Speech-Enabled Employee Directory

EPS Base Unit

Nuance Employee Productivity Suite• EPS base unit automatically synchronizes with corporate employee directory

• Leverages the fact that every company has an employee directory but aren’t harnessing the true power

this directory can bring.

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EPS: The foundation for supporting speech base applications to increase organizational communications and business processes.

InternalDialer

Automated Password

Reset EmergencyBroadcastMessaging

SpeechAttendant/

OpenSpeechAttendant

EPS Base Unit

Speech-Enabled Employee Directory

The building blocks to simplifying communications

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• Increasing costs of handling very repetitive IT tasks

– such as employee password resets. .

• Legislation (Sarbanes-Oxley, HIPAA…) is requiring a more accountable IT infrastructure

– usually means having passwords issued at regular intervals.

• This leads to more and more password reset requests, overloading the IT team

The need for Automated Password Reset (APR) comes from…

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The need for Automated Password Reset (APR) comes from…

• Quantity of passwords constantly increasing

• Dramatic increase in calls to Help Desk – More calls + longer call duration = additional staffing

– Help Desk costs are spiraling

– Mission critical applications require staff on 7x24 basis

– High turnover necessitates constant training of new agents

– Total cost of live agents increasing

• Security concerns demand much stronger caller authentication

“Approximately 30% of calls to the IT help-desk are

password-related, and manual password resets cost an

average of $10 to $17 each." – The Gartner Group/Frost &

Sullivan

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Speech-enabled APRThe Benefits:

• Decrease calls to support staff– Automate the tasks required to service password resets

– No agents…. just your voice and a phone!

– Easy-to-follow prompts

• Secure voice biometric front-end allow users to authenticate themselves and reset their own passwords– Leverages your current security environment

– Ensures strong password policies and discipline

– Ensures Corporate authentication protocols are followed

• Integrated with password reset packages and back-end systems

• Very Compelling ROI!

Wave Sound

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APR Step by step…The Caller Experience

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The caller dials the password reset number and is prompted to say an identifying phrase, such as a phone number or a name. Phrase can be configured to meet any corporate policy

The system compares the voice to the voiceprint on file for the caller.

If the voiceprint matches, the system issues a new password to the caller

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APR how does it work? Behind the Scenes…

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Powerful voice biometric algorithms are applied to caller’s voice, encrypting it and creating a mathematical, binary voice print that is unique to that person. This voice print serves as the “fingerprint” for that caller, using over 80 characteristics of the human voice.

The caller’s voice is quickly and efficiently compared to the voice print on file, allowing users to progress further in the call flow once authorized

The caller can choose which system to reset, and the appropriate connector handles the reset of the backend system, retrieving/setting the temporary password, and resetting the system at the same time. Other options such as expiry dates, strong password enforcement, and others are also possible

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Enroll password

Speak 1-3 times

0 1 2 3 4 5 6 7 9 00 1 2 3 4 5 6 7 9 00 1 2 3 4 5 6 7 9 0

The Technology-How It Works: Enrollment

Provide I.D.(Acct #, policy

#, 1-time PIN…)

Analyze speechto create voiceprint

Store in voiceprintdatabase

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System Connectors

• 60 + Connectors

• Most common– Active Directory– LDAP– RSA SecureID– Lotus– Remedy

• Home grown connectors can be built

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Speech Enabled Password Reset – the connection

PSTNPhone Network

Synch TriggersUNIX, Windows,

LDAP

Password Agent

Nuance

EPSEnterprise PBX/IVR

Target SystemsRemote Agent

Proxy ServerRemote Physical

Site

Email System

Help desk Ticketing

Unix,OS390,RSA

HR SystemDirectory

Flat File, LDAP, etc

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The Value of APR

• Dramatic cost savings in four key areas 1. Reduced agent time spent authenticating callers

2. Reduced agent time spent resetting PIN’s

3. Reduced agent time spent unlocking accounts

4. Keep entire call within the automated system

• Average Cost Per Call Without Automation– Gartner Group, $10-13– Frost & Sullivan, $17

• Average Cost Per Call With Automation– < $1.00

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Save Money

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Improve Security

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Increase Efficiency

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~30% of all calls to the IT help desk are password related, and manual password resets costs on average $10-$13/reset(Gartner Group)

Brings down the cost to $1

Eliminate the need for IT Help Desk support for password resets

ROI in less than 1 year – often in less than 6 months!

Increase password security by leveraging powerful voice biometric verification technology to confirm caller identity.

Removing involvement of a live agent eliminates potential security risk.

Enforce legislation compliance while simplifying the process

Empower employees to manage their own network password without requiring IT support

Liberates IT staff to focus on more demanding service issues

The results of APR

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Thank You

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Quoting Questions for ROI

• Please list the total number of employees presently working for the company that have a need to reset passwords, unlock accounts, reset PINs, etc.

• How do users currently access the Help Desk to obtain assistance with a locked system?

• How many Live Agents currently work on the internal Help Desk assisting employees with password reset, account unlocks and/or PIN or RSA Token reset issues?

• What types of passwords & PIN resets and application unlocks do the Live Agents handle today?

• What is the total annual call volume presently handled by the Help Desk for these type of password reset / account unlocks?

• Please break down the annual call volume based upon specific password or PIN reset types, i.e.: Active Directory = 60%, RSA = 20%, Unix = 20%, etc

• What passwords types do you envision being handled by the automated password reset system?

• What is the estimated cost per call within your Help Desk?• What type of trouble ticket system so you presently utilize to open, monitor & close

calls?• What types of security questions are currently being asked by the Live Attendants to

security authenticate the caller prior to performing a password or PIN reset?• What other Security concerns/issues do you want Nuance to address?

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APR Connector Support

• Amdocs Clarify eFrontOffice (for MSFT SQL Server)• BMC Remedy Action Request System • CA-ACF2 • CA eTrust SiteMinder• CA-Top Secret • Citrix SSO• Email• EPIC• HP OpenView ServiceCenter• HP-UX • IBM Lotus Domino • IBM Lotus Notes• IBM OS/400 (AS/400)• IBM RACF • Kronos Workforce Central• Microsoft Exchange 5.5 and 2000• Microsoft MIIS• Microsoft SQL Server• Novell eDirectory (NDS)• Novell GroupWise• Novell NetWare Bindery • Novell SUSE Linux Enterprise• Oracle databases (8i, 9i, 10g)• RSA SecurID (Authentication Manager)• SAP • Sun Directory Server• Sybase

See complete list by clicking on the icon below

Password Agent Connectors final.pdf