The Commercial Case for Intelligent Authentication4 February 2021 – Matt Smallman
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. It was fascinating to reflect on how the case has evolved over the years and why now might be the right time for many organisations to go back and look again. We covered:
- Traditional View – Efficiency – It’s all about efficiency and reducing cost through reduced agent handle time. Whilst true for most organisations, these benefits were often outweighed by the costs.
- Changing Fraud Drivers – Security – Fraud is now everyone’s problem, and Intelligent Authentication enables better defences without a massive detrimental impact on efficiency or experience.
- Future Strategic Imperative – Usability and Customer Experience – The enduring role of the Voice channel and the changing nature of these interactions requires a different way of thinking about authentication.
You can watch the video by signing in or registering with BrightTalk below.
Our next discussion will be available in a few weeks and covers the human side for Intelligent Authentication and the team it takes to be successful.
Introducing the Welcome Experience Scorecard1 min read
Using Conversational Voice Biometrics in Natural Language IVR1 min read
Voice Biometrics Success – It’s about people not technology1 min read
Amazon Connect Voice ID launches1 min read
Making the Business Case for Voice Biometrics in the Contact Centre1 min read
Stay in TouchNo one knows identification and authentication better than us.
If you invite us into your inbox we can send you exclusive and useful content that you won't get anywhere else.
We promise not to fill your inbox with marketing guff.
We usually email around once a month unless something really exciting happens.