https://www.symnexconsulting.com/blog Independent expert in the design, delivery and optimisation of modern call centre security: voice biometrics, network authentication and fraud prevention. en-gb https://www.symnexconsulting.com/blog/hidden-cost-of-agentic-ai-callers https://www.symnexconsulting.com/blog/hidden-cost-of-agentic-ai-callers Mon, 23 Mar 2026 17:27:08 GMT Agentic AI callers are already in your contact centre: fraudsters, parasitic bots and shadow agents. The threat taxonomy and a detection-first response. https://www.symnexconsulting.com/blog/cheapfakes-not-deepfakes https://www.symnexconsulting.com/blog/cheapfakes-not-deepfakes Thu, 11 Sep 2025 09:10:24 GMT Cheapfakes use commodity synthetic speech to attack call centres at scale. Why these AI voice threats matter more than sophisticated deepfakes. https://www.symnexconsulting.com/blog/who-will-win-the-voice-biometrics-race https://www.symnexconsulting.com/blog/who-will-win-the-voice-biometrics-race Wed, 13 Aug 2025 08:00:07 GMT My analysis of how the unexpected voice biometrics race will play out: why there won't be a single winner, and what actually determines success. https://www.symnexconsulting.com/blog/silicon-valley-misses-call-centre-reality https://www.symnexconsulting.com/blog/silicon-valley-misses-call-centre-reality Fri, 25 Jul 2025 19:39:06 GMT Yes, AI can clone voices. No, that doesn't mean abandoning voice biometrics. Perfect security that excludes legitimate customers isn't security at all. https://www.symnexconsulting.com/blog/call-centre-security-language https://www.symnexconsulting.com/blog/call-centre-security-language Mon, 21 Jul 2025 07:30:01 GMT How call centre security terminology reveals organisational thinking and creates customer vulnerabilities: authentication vs verification vs confirmation. https://www.symnexconsulting.com/blog/voice-biometrics-partner-selection-and-migration https://www.symnexconsulting.com/blog/voice-biometrics-partner-selection-and-migration Mon, 16 Jun 2025 07:05:01 GMT Voice biometrics migration guide for Microsoft/Nuance Gatekeeper, Security Suite and Amazon Connect Voice ID users. Partner selection and planning advice. https://www.symnexconsulting.com/blog/navigating-microsofts-voice-biometrics-exit https://www.symnexconsulting.com/blog/navigating-microsofts-voice-biometrics-exit Thu, 22 May 2025 15:13:35 GMT How to protect your Nuance Gatekeeper investment and turn Microsoft's voice biometrics exit into a strategic opportunity: a practical guide. https://www.symnexconsulting.com/blog/microsoft-voice-biometrics-endgame https://www.symnexconsulting.com/blog/microsoft-voice-biometrics-endgame Thu, 15 May 2025 15:57:22 GMT What Microsoft's retreat from Nuance's voice biometrics means for call centre security, and why Security Suite and Gatekeeper users must plan now. https://www.symnexconsulting.com/blog/deep-fake-synthetic-speech-attack-hierachy https://www.symnexconsulting.com/blog/deep-fake-synthetic-speech-attack-hierachy Thu, 23 May 2024 20:05:31 GMT Discover the risks synthetic speech and deep fakes pose to call centres, and the hierarchy of threats to consider when reviewing security measures. https://www.symnexconsulting.com/blog/detecting-deepfakes https://www.symnexconsulting.com/blog/detecting-deepfakes Tue, 10 Oct 2023 17:50:00 GMT October's summary of news, insight and analysis in customer security: the latest deepfake detection studies, mobile phones for call centre security and more. https://www.symnexconsulting.com/blog/mobile-first-security https://www.symnexconsulting.com/blog/mobile-first-security Tue, 26 Sep 2023 18:31:43 GMT Discover how mobile first security replaces outdated call centre authentication with Network Authentication to secure and streamline customer experiences. https://www.symnexconsulting.com/blog/personal-voice-security-risk https://www.symnexconsulting.com/blog/personal-voice-security-risk Mon, 18 Sep 2023 09:42:11 GMT Investigating the security risks from Apple's new Personal Voice feature. https://www.symnexconsulting.com/blog/latest-deepfake-tools https://www.symnexconsulting.com/blog/latest-deepfake-tools Fri, 30 Jun 2023 15:03:00 GMT June's summary of news, insight and analysis in customer security. Including the latest deepfake speech tools and changing consumer expectations. https://www.symnexconsulting.com/blog/attacking-synthetic-speech-detection https://www.symnexconsulting.com/blog/attacking-synthetic-speech-detection Wed, 28 Jun 2023 21:46:00 GMT Understand the latest research on defeating Synthetic Speech Detection and its implications for Voice Biometrics and Call Centre Security. https://www.symnexconsulting.com/blog/unleash-voice-biometrics https://www.symnexconsulting.com/blog/unleash-voice-biometrics Mon, 26 Jun 2023 18:13:00 GMT Discover how industry experts tackle Voice Biometrics adoption and combat deepfake threats in this insightful roundtable discussion. https://www.symnexconsulting.com/blog/modern-security-newsletter-002 https://www.symnexconsulting.com/blog/modern-security-newsletter-002 Tue, 28 Feb 2023 20:41:00 GMT February's summary of news, ideas, insight and analysis in customer security, including synthetic speech attacks on Voice Biometric platforms. https://www.symnexconsulting.com/blog/modern-security-newsletter-001 https://www.symnexconsulting.com/blog/modern-security-newsletter-001 Tue, 31 Jan 2023 17:00:00 GMT January's summary of news, ideas, insight, and analysis in customer security. Including analysis of the implications of generative AI on Modern Security. https://www.symnexconsulting.com/blog/security-insights-for-voice-ai https://www.symnexconsulting.com/blog/security-insights-for-voice-ai Fri, 22 Apr 2022 21:47:00 GMT Kane Simms and Matt Smallman discuss Voice AI security including how Voice Biometrics and Network Authentication can be implemented. https://www.symnexconsulting.com/blog/get-out-of-wrap https://www.symnexconsulting.com/blog/get-out-of-wrap Wed, 30 Mar 2022 21:21:00 GMT Discussing Unlock Your Call Centre on the Get Out of Wrap podcast with Martin Teasdale. We both agreed call centre security could be better. https://www.symnexconsulting.com/blog/blog-unlock-launch https://www.symnexconsulting.com/blog/blog-unlock-launch Mon, 28 Mar 2022 10:45:00 GMT Unlock Your Call Centre is finally available on Amazon. Read about my launch week plans and buy the Kindle Edition for 99p/99c on 30 and 31 March. https://www.symnexconsulting.com/blog/five-years-later-voice-biometrics https://www.symnexconsulting.com/blog/five-years-later-voice-biometrics Tue, 15 Feb 2022 11:06:00 GMT Reflecting on five (well actually 6 as I can't count) years since starting our journey to one billion better conversations through Voice Biometrics. https://www.symnexconsulting.com/blog/2022-iauth-intelliview https://www.symnexconsulting.com/blog/2022-iauth-intelliview Tue, 11 Jan 2022 16:59:00 GMT Announcing the latest assessment of the customer contact Authentication and Fraud Prevention market, including Voice Biometrics and Network Authentication. https://www.symnexconsulting.com/blog/state-of-iauth-2021 https://www.symnexconsulting.com/blog/state-of-iauth-2021 Mon, 24 May 2021 15:49:00 GMT Research on the Authentication and Fraud Prevention plans of large enterprises in North America and Western Europe, including Voice Biometrics adoption. https://www.symnexconsulting.com/blog/improving-efficiency https://www.symnexconsulting.com/blog/improving-efficiency Tue, 19 Jan 2021 11:58:00 GMT Learn how to improve the Efficiency of your Call Centre Security Experience https://www.symnexconsulting.com/blog/amazon-voice-id https://www.symnexconsulting.com/blog/amazon-voice-id Mon, 18 Jan 2021 10:24:00 GMT Amazon's own Voice Biometric service will be good enough for many end-user organisations and disruptive for the market as a whole. https://www.symnexconsulting.com/blog/balancing-usability-efficiency-security https://www.symnexconsulting.com/blog/balancing-usability-efficiency-security Thu, 07 Jan 2021 18:09:00 GMT Learn how to balance the Usability, Efficiency and Security of your Welcome Experience https://www.symnexconsulting.com/blog/improving-security https://www.symnexconsulting.com/blog/improving-security Thu, 07 Jan 2021 18:09:00 GMT Learn how to improve the Security of your Call Centre Security Experience using pragmatism, common sense and modern security technologies. https://www.symnexconsulting.com/blog/improving-usability https://www.symnexconsulting.com/blog/improving-usability Thu, 07 Jan 2021 18:09:00 GMT Learn how to improve the Usability of your Call Centre Security Experience https://www.symnexconsulting.com/blog/2020-iauth-intelliview https://www.symnexconsulting.com/blog/2020-iauth-intelliview Wed, 02 Sep 2020 12:18:00 GMT Announcing the latest in-depth assessment of the customer contact Authentication and Fraud Prevention market, including ratings of Voice Biometrics suppliers. https://www.symnexconsulting.com/blog/passive-voice-biometrics-ivr https://www.symnexconsulting.com/blog/passive-voice-biometrics-ivr Thu, 07 Nov 2019 14:32:00 GMT Organisations can now authenticate callers using the short utterances obtained in natural language IVR, without the overhead of active enrolment. https://www.symnexconsulting.com/blog/cloud-contact-centres-increase-voice-biometric-adoption https://www.symnexconsulting.com/blog/cloud-contact-centres-increase-voice-biometric-adoption Fri, 09 Aug 2019 11:08:00 GMT How cloud contact centre platforms such as Twilio and Amazon Connect will dramatically increase the adoption of Voice Biometrics for speaker recognition. https://www.symnexconsulting.com/blog/voice-biometric-adoption-challenges https://www.symnexconsulting.com/blog/voice-biometric-adoption-challenges Mon, 29 Jul 2019 09:57:00 GMT The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future. https://www.symnexconsulting.com/blog/improve-security https://www.symnexconsulting.com/blog/improve-security Tue, 12 Mar 2019 22:03:18 GMT The wide range of effects Voice Biometrics has on imposters, fraudsters and other bad actors attacking the telephone channel, and what it means for you. https://www.symnexconsulting.com/blog/alexa-voice-profiles-implications-customer-service-and-voice-biometrics https://www.symnexconsulting.com/blog/alexa-voice-profiles-implications-customer-service-and-voice-biometrics Sun, 22 Oct 2017 21:51:00 GMT Discover what Amazon's Alexa Voice Profiles might mean Customer Service and Voice Biometrics for Speaker Recognition more broadly. https://www.symnexconsulting.com/blog/voice-biometrics-success-its-about-people-not-technology https://www.symnexconsulting.com/blog/voice-biometrics-success-its-about-people-not-technology Mon, 02 Oct 2017 10:53:04 GMT Many Voice Biometrics services are not reaching their full potential because human factors were not considered during design and implementation. https://www.symnexconsulting.com/blog/making-the-business-case-for-voice-biometrics-in-the-contact-centre https://www.symnexconsulting.com/blog/making-the-business-case-for-voice-biometrics-in-the-contact-centre Sat, 08 Oct 2016 09:26:00 GMT Voice biometrics promises easier account access for customers, less agent time spent authenticating them, and more secure personal data and services.