Getting Contact Center Authentication Right in 202112 January 2021 – Matt Smallman
Dan Miller of Opus Research and I got the opportunity to sit down virtually and discuss the continued challenges of Authentication in the contact center. This was the first of what I hope will be many conversations as part of our joint Business of Intelligent Authentication series. Dan has so much experience in how this market has evolved it was great to hear his perspective, and it got me thinking as well.
We covered a wide range of topics, including
- Big challenges facing enterprises in improving the experience and Security of their call centers – Usability, Efficiency, and Security needs still reign supreme, but the balance may need to change.
- Intelligent Authentication in practical terms – A phrase coined by Opus Research, but that rings true with lots of the clients I work with.
- The most promising technologies that will help address these issues?
As this is our first attempt, please bear with any minor production issues and feel free to let Dan or I know if you have any suggestions for improvement or topics you’d like covered.
Our next discussion will be on the business case for Intelligent Authentication and will be out in a few weeks.
Making the Business Case for Voice Biometrics in the Contact Centre2 mins read
Introducing the Welcome Experience Scorecard2 mins read
Using Conversational Voice Biometrics in Natural Language IVR2 mins read
Voice Biometrics Success – It’s about people not technology2 mins read
Amazon Connect Voice ID launches2 mins 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.