Event: Implementing Voice Biometrics: Realities vs Myths in Modern Call Centres

Hosted by:

Brett Beranek

Matt Smallman

Thursday 19 October 2023

16:00 - 16:45 BST

Livestream

Oct

Finished

This event has finished. You can watch the event replay here:

Implementing Voice Biometrics: Realities vs Myths in Modern Call Centres

About the event

Implementing Voice Biometrics for caller authentication in enterprise contact centres not only streamlines agent workflows by reducing time spent on security procedures but also offers a robust defence against fraudulent activity and eliminates significant points of friction for customers. A decade ago, when some of the world’s largest corporations began embracing this technology, they paved the way for quicker, easier, and more secure customer interactions. This naturally sparked interest among other organisations keen on following suit.

However, for many reasons, implementing Voice Biometrics on top of legacy call centre technology stacks took a lot of work, and for many, the benefits were not worth the effort. This often left organisations struggling to make a viable case for adoption, causing many to stall before they could even take the first step. Matt Smallman, who formerly led Contact Centre Strategy and Change at Barclays, and Brett Beranek, General Manager of Security & Biometrics at Microsoft, were at the forefront of these initial efforts and have been leading the implementation of Voice Biometrics ever since. In this session, they will bust common Voice Biometrics myths and explore why, with today’s advances in both Voice Biometrics and call centre technologies, now is the optimal moment to reassess the value and feasibility of Voice Biometrics for your organisation.

In this session, we’ll debunk three prevalent Voice Biometrics myths:

Complexity: Dive into how current advancements in contact centre technology have significantly simplified the integration of Voice Biometrics, making it a seamless addition to your call centre operations.
Performance: Understand how modern Voice Biometrics systems require just a few seconds of audio to authenticate callers with unparalleled accuracy and reliability.
Cost: Discover how the rise of cloud-based Voice Biometric solutions has led to a pricing model that aligns directly with the value delivered, making it an increasingly cost-effective option.

If you’ve considered Voice Biometrics in the past or previously ruled it out for your call centre, now is the time to reevaluate your stance. Join us to gain a deep understanding of how the most recent technological advancements have substantially increased the value proposition of implementing Voice Biometrics for your organisation.

Speakers

Brett Beranek

Brett is responsible for overseeing the security and biometric line of business at Nuance, a Microsoft company. In this role for the past 12 years, Beranek has brought Nuance to a leadership position in the biometric authentication and biometric fraud prevention space. A thought leader in the field of biometrics, Beranek is a frequent contributor to industry events and the media on the topic of AI technology and its use by the fraud community and how society can mitigate against these evolving threats. Prior to Nuance, he held various leadership positions in the biometrics and security industry. He has earned a Bachelor of Commerce, Information Systems Major, from McGill University as well as an Executive Marketing certificate from Massachusetts Institute of Technology’s Sloan School of Management. Beranek is also a certified Master Fraud Prevention Black Belt professional.

Matt Smallman

Matt is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.

Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible. Matt is an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.