SpeechTek West 2007 Automating Password Reset to Make Employees More Efficient Jason Groshart Director of Product Engineering Password Reset

Agenda What is the Password Reset problem? How does Gold Systems Password Reset work? How does it improve efficiency?

Is Password Reset Really a Problem? Enterprise Management Associates Average large enterprises spend $250 per worker, per year, on password management and associated Help Desk overhead.* In a 5,000-person organization (assuming 3,000 technology users), the annual cost for password management equals $750,000!* Gartner Group 15-35% of all calls to the Help Desk are password related.** "We calculate cost per call at $14 to $28, based on seven minutes per call, the cost of the individual and the cost of facilities” ** A 10,000-employee company that has 2,500 calls per month at $20 per call - costs them $50,000/mo. or $600,000/ yr. ** * Source - Enterprise Management Associates ** Source - Gartner Group

Password Reset Challenges Security, security, security –Threat Modeling (What are the potential threats) –Encryption on disk, in memory, and over the wire –Support for HIPAA and Sarbanes-Oxley –Independent security review – Applied Trust whitepaper –Biometrics – Voiceprint (speaker verification) Usability –Voice User Interface Design – a science and an art –Web Enrollment – easy to use and secure –Web Administration – flexible and secure –Reporting and Notification Directory Services Integration –Microsoft Active Directory –Novell eDirectory –Others Microsoft Speech Server –Enterprise Edition –Standard Edition –Development Environment

Applied Trust Certification As an independent expert, Applied Trust hereby certifies1 that on this day, July 27, 2005, the Gold Systems’ Password Reset product version 1.0b2 is free from any significant known security vulnerabilities and that the product is in compliance with current industry best practices for application development and fortification, including encryption and handling of credentials and personally identifiable information.

Listen to the Solution Gold Systems Password Reset

Web Enrollment Login –Windows login –Domain identification Short Answer Questions –Example: What is the name of the grade school you attended? Number Questions –Example: What is a number you will remember? Date Questions –Example: What is an important date you will remember? Successful Enrollment –Can use the system within 24 hours –Configurable number and type of questions

Web Administration Directory Service –Primary & secondary servers –Multiple domains/trees –Password Constraints Length Include special characters, numbers, and upper case letters Deployment – parameters Administrator server information –Enrollment parameters Number and type of questions –Voice application parameters Number of Authentication questions Lockout failures Force password change Password expiration Transfer parameters

Reporting Enrollment Percentage –Eligible employees –Enrolled employees Threat Level –Overall threat index Password Reset Activity –Number of failed and successful resets –Dropdown reports by day, hour –Individual reset data Enrollment Activity –Number of failed and successful enrollments –Dropdown reports by day, hour –Individual enrollment data

Localized Applications Voice Applications –US English –North American Spanish –Canadian French Web Applications –US English- Dutch –Spanish- Brazilian Portuguese –French- Korean –Italian- Japanese –German- Simplified Chinese

Password Reset Demo Identification –Uses Windows login –Speak the characters including special characters and numerals –Domain disambiguation Confirmation –Verify the caller’s id Authentication –Speaker Verification (if applicable) Based on Persay technology –Authentication Questions Random questions based on enrollment Does not indicate incorrect answer until failure Configurable question parameters Password Reset –Configurable password constraints –Temporary password (5 minutes to 2 weeks) Call Say “Password Reset” Follow prompts

Case Study – Schindler Elevator Schindler Elevator, the North American operating entity of the Swiss-based Schindler Group, the world’s largest escalator manufacturer and the second largest elevator manufacturer employs over 6,500 people in more than 250 locations throughout North America. Schindler Elevator Corp. was seeing a 500 percent growth in the number of call center calls with 25 percent specifically related to password reset issues. On average, each employee needed password reset twice per year With the typical call, the process took 15 minutes to complete or nearly 3,000 man-hours each year Password reset access jumped 54 percent Call volume decreased 25 percent ROI within 4 months “We expect an ROI under four months. There are also administration savings and productivity gains that are hard to measure, but just as real.” Kevin Riley Manager, End User Computing Schindler Elevator Corp. * Source – Microsoft Corporation

Thank You Since 1991, Gold Systems has built solutions for 500+ leading enterprises… Jason Groshart Director of Product Engineering and say “Jason Groshart”