
Hi, I'm Matt
My mission is to eliminate frustrating, time-consuming and pointless security processes from all call centres so customers can get the service they need, agents can focus on helping them, and everyone is protected from fraud.How I Serve
My unique perspective comes from experiencing call centre security challenges from every angle, leading enterprise implementations as an accountable executive, pioneering voice biometrics technology when it was considered impossible, advising solution providers on product strategy, and surveying the entire market as an analyst. This allows me to bridge the gap between security theory and operational reality, helping organisations implement solutions that actually work rather than chasing the latest technology trend.Practitioner & Innovator
I design and implement modern security solutions that work in the real world, not just in theory. Having led the world's first Voice Biometrics implementation for call center authentication, I understand the practical challenges organisations face when moving from concept to deployment.
- Leading end-to-end Voice Biometrics and Network Authentication implementations
- Designing customer journeys that balance security with experience
- Measuring and optimising security performance post-implementation
Industry Analyst & Thought Leader
I help the industry understand the potential and reality of modern security technologies. As a contributing analyst with Opus Research, I evaluate solutions in the market and track adoption trends among implementing organisations.
- Writing the book "Unlock Your Call Centre" to guide industry best practices
- Speaking at industry events and leading educational webinars
- Co-authoring the annual Intelligent Authentication and Fraud Prevention Intelliview
Independent Advisor
I help both implementing organisations and solution providers navigate the complex call center security landscape with vendor-neutral advice that prioritizes results over particular technologies.
- Advising solution providers on product strategy and market positioning
- Helping investors understand market potential and technology trends
- Leading the Modern Security Community to promote shared learning
How I Got Here
I've always been fascinated by problems that others thought couldn't be solved, especially when they involve the combination of advanced technologies and human behavior. My journey to becoming a call centre security expert began in an unexpected place.Early Career
Transition to Corporate World
- Customers frustrated by lengthy questioning
- Agents prevented from focusing on customer needs
- Fraudsters still finding ways through rigid defenses
Discovery
- Starting with the customer and the seamless experience we wanted to create for them
- Identifying the technologies that could support this even if they weren't perfect - More than a few vendors told us what we wanted to do couldn't be done
- Figuring out how to make them work together and deliver the outcomes we needed
Voice Biometrics Implementation
Independence
I expected the industry to rapidly follow our lead, but five years later, very little had changed. It wasn't the technology that was holding organisations back - it was the challenge of understanding its value, implementing it effectively, and ensuring they achieved the outcomes they needed.
I realised my unique background positioned me to help bridge this gap. I left the comfort of corporate life, founded SymNex Consulting, and committed to my mission of eliminating frustrating, time-consuming, and pointless security processes from call centres worldwide.
Published "Unlock Your Call Centre"
Modern Security Community
Today
How I Work With Clients
My approach to call centre security is built on lessons learned from implementing solutions in diverse environments. I believe in balancing data with observation, pragmatism with innovation, and always keeping the end goal in mind: better experiences for customers, agents, and businesses.Data-Driven with Human Context
I'll dive deep into your data - authentication times, success rates, fraud incidents - but I'll also sit beside your agents to observe real interactions. The numbers tell you what's happening; watching and listening tells you why. This combination has repeatedly uncovered insights that data alone would miss.
Pragmatism Over Idealism
Every organisation has unique constraints - legacy systems, compliance requirements, budget cycles. Rather than proposing an 'ideal' solution that can't be implemented, I work with your realities to design the most effective solution possible today, with a roadmap to build on as constraints evolve.
Outcomes-Focused Implementation
I don't just deliver strategy documents or implementation plans. I work alongside your team until measurable improvements are achieved. When unexpected challenges arise - and they always do - I help navigate them rather than rigidly sticking to the original plan.
Unwavering Integrity
I work with implementing organisations, solution providers, and industry analysts, maintaining strict confidentiality between all parties. I receive no compensation from vendors for recommending their solutions and will always disclose any potential conflicts of interest.