The Call Centre
Security Expert

I help organisations improve the usability, efficiency and security of their call centre identification, authentication and fraud prevention processes
I am an independent expert in the design, delivery and optimisation of modern call centre security technologies like Voice Biometrics, Network Authentication and Fraud Detection
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Latest Updates

Voice Biometrics Partner Selection and Migration
9 min read 16 Jun 25

Voice biometrics migration guide for Microsoft/Nuance Gatekeeper, Security Suite and Amazon Connect Voice ID users. Expert partner selection and planning advice.
Navigating Microsoft Voice Biometrics Exit
9 min read 22 May 25

Discover how to protect your Nuance Gatekeeper investments and turn Microsoft's inevitable voice biometrics exit into a strategic opportunity. A practical guide for call centre security leaders planning their transition.
What is Microsoft's Voice Biometrics Endgame?
8 min read 15 May 25

Discover what Microsoft's retreat from Nuance's voice biometrics solutions means for call centre security. Uncertain futures for both Security Suite and Gatekeeper, mean that organisations must start planning now to maintain security and customer experience.
Deep Fake and Synthetic Speech: Understanding Threats to Call Centres
5 min read 23 May 24

Discover the risks posed by synthetic speech and deep fakes to call centres, and learn about the hierarchy of threats to consider when reviewing security measures.
Customer Attitudes to Security: The Perception and Reality Gap
47 min watch 18 Dec 23

Dive into the CCMA's eye-opening survey on customer attitudes to call centre security. Stephen Yap and Matt Smallman challenge conventional beliefs, revealing the real perceptions and preferences of 1,001 consumers.
Improving Call Centre Security: ROI and Business Case Explained
41 min watch 13 Nov 23

Matt Smallman discusses the ROI and business case for improving security processes in call centre's. He shares a detailed methodology on how to analyse current security measures, identify areas for improvement, and predict potential cost savings from implementing newer technologies like Voice Biometrics or Network Authentication. Matt also discusses the feasibility of these systems based on caller frequency and risk. The video also includes a live demonstration of an online tool which provides visualisations and calculations to help understand the benefits of improving security processes.
Implementing Voice Biometrics: Realities vs Myths in Modern Call Centres
49 min watch 23 Oct 23

Explore the truth about implementing Voice Biometrics. Learn from industry experts how modern solutions are streamlining call centre operations while busting common myths. Ideal for decision-makers reassessing Voice Biometrics technology
Who's better at detecting deepfakes, humans or computers? When will Mobile be the key to call centre security? Community News
6 min read 10 Oct 23

October's summary of news, insight and analysis in customer security. Including the latest deepfake detection studies, using mobile phones for call centre security and other community news.
2023 Call Centre Security Report: Identifying Red Flags through Telephone Network Data
36 min watch 2 Oct 23

Understand the threats to Call Centre Security in the 2023 report. Discover how telephone network data helps identify potential red flags.

About

About Me

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My mission is to eliminate frustrating, time-consuming, and pointless security processes from call centres worldwide. With experience as a practitioner, industry analyst, and independent advisor, I bring a unique perspective to call centre security challenges.

After leading the world's first Voice Biometrics implementation for call centre authentication in 2012, I founded SymNex Consulting and wrote "Unlock Your Call Centre" to help organisations bridge the gap between modern security potential and operational reality.

Today, I advise leading organisations across North America and Europe, while leading the Modern Security Community to promote best practices. My implementations have delivered quicker, easier, and more secure experiences for over 250 million customer calls.

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Services

How I Help

I deliver bespoke consulting engagements to transform call centre security. My services address every stage of your call centre security journey - from building the business case through implementation and optimisation packaged for your unique needs.

Make the Case

Transform your call centre security challenges into compelling business opportunities:

  • Benchmark your current performance against industry peers to identify security gaps and improvement opportunities.
  • Quantify the business value through proven models that calculate ROI across fraud reduction, operational efficiency, and customer experience.
  • Develop practical solution roadmaps and secure buy-in from key stakeholders to move from concept to implementation.
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Accelerate Delivery

Cut months off your implementation timeline:

  • Fast-track your vendor selection process with independent market analysis and targeted requirements definition.
  • Design optimal customer, agent and automation journey that balance security requirements with operational needs and customer experience.
  • Implement proven delivery approaches that minimise time to value and reduce project risks.
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Maximise Impact

Drive and sustain measurable results from your call centre security investments:

  • Maintain and strengthen your security posture with up to date threat assessments and vulnerability testing to protect against evolving fraud tactics.
  • Establish performance measurement frameworks to track security improvements and operational benefits.
  • Continously optimise processes and technology to improve security, efficiency, customer experience and adoption.
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Book

Unlock Your Call Centre

A proven way to upgrade security, efficiency and caller experience

If your call centre security relies on questions everyone knows the answers to, or passwords that no one can remember, then your process isn't truly secure - and your customers deserve better.

I wrote this practical guide to help organisations implement modern identiification and authentication that improves security while enhancing customer experience and increasing efficiency.

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Community

Modern Security Community

We are a practitioner-led community dedicated to improving identification, authentication, and fraud prevention processes in call centres and beyond.

Members gain access to exclusive virtual events, expert insights, regular newsletters, and a confidential environment where experiences and challenges can be openly shared. Our community brings together champions from leading organisations who are implementing modern security solutions that balance protection with customer experience.

Join us to access best practices, stay informed of the latest industry developments, and connect with peers tackling similar challenges. Membership is FREE for employees of organisations evaluating, implementing, or optimising modern security solutions.

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