Our Welcome Experience Scorecard gives you the benefit of our 10 years of experience in just 10 minutes. It helps organisations understand how to improve the usability, efficiency and security of their Welcome Experience.

In the second instalment of our occasional video series “The Business of Intelligent Authentication,” Dan Miller of Opus Research and I discussed making the business case for intelligent authentication.

Dan Miller of Opus Research and Matt Smallman of SymNex Consulting sit down virtually and discuss the continued challenges of Authentication in the contact center.

Advances in Speaker Recognition technology and increasing acceptance of conversational interfaces are allowing organisations to authenticate callers using the short utterances now obtained in natural language and speech driven self service applications, without the overhead of traditional active enrolment processes.

The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future.

Voice Biometrics if used effectively can have a wide range of effects on imposters, fraudsters and other bad actors attempting to compromise the telephone channel.

Nearly all implementations of voice biometrics are driven by promises to make it easier for customers to gain account access, reduce the time spent by front-line agents in authenticating customers, and making sure customers’ personal data and services are secure.