In May 2025, AWS announced it would end support for its voice biometrics solution: Voice ID.
Two months later, Google removed all references to Speaker ID from its website while redirecting visitors from its voice biometric solution’s web page.
Meanwhile, Microsoft is slowly retreating from the space. Its Nuance Gatekeeper offering once dominated the market. However, its share dropped as the original Nuance team departed, and the institutional knowledge has fallen away.
Matt Smallman, Founder of SymNex Consulting, made this observation in a conversation with CX Today. He said:
They’re still making iterative improvements, but relationships with major clients have faded, the roadmap is unclear, and the product sits outside Microsoft’s core tech stack... I’m 95 percent sure the product will look very different, or be gone, in five years.
Smallman also suggested that Gatekeeper hasn’t been "officially" on sale since July 2024, although it's still being bought and used, with no end-of-life date set.
Why Are Tech Giants Abandoning Voice Biometrics?
Voice biometrics for call centers has always been a niche market. Indeed, many businesses don’t implement it due to concerns around costs and abiding by privacy laws.
Therefore, it’s a marginal product for all three tech giants, even Microsoft, which owned 80-90 percent of the market when it acquired Nuance in 2022.
Yet, not only is it a marginal product, it doesn't quite fit their operating models, especially Microsoft’s, which doesn’t favor the high-touch, professional services approach required for a successful deployment.
Regarding Microsoft specifically, it has reduced its voice biometrics product team, as noted earlier. It's also rolled most sales into its Dynamics Contact Center 365 platform, and the solution hasn't had the focus it once did.
Smallman noted: "My view is they didn’t make a deliberate exit decision, but a series of decisions that will likely lead to the product fading over time."
Regarding AWS and Google, Smallman noted: "They produced 'good enough' products at unbeatable price points but without the customization, fraud watchlists, or synthetic speech detection needed by top-tier banks.
They never achieved deep product-market fit, and as synthetic speech becomes harder to detect, the reputational risk of a compromise grew, making it easier for them to step away.
Who Are the Main Players Now?
Pindrop is perhaps the most prominent provider to keep pace with the latest industry advances. Meanwhile, Daon and Veridas also offer voice biometrics as part of broader identity solutions.
Smaller niche players that are innovating in this space include Auraya (Australia), ValidSoft (US/UK), Voice Biometrics Group (US), and InGenID (US).
