Make The Case

Transform your call centre security challenges into compelling business opportunities.
Improving Call Centre Security: ROI and Business Case Explained
41 min watch

13 Nov 23

Matt Smallman discusses the ROI and business case for improving security processes in call centre's. He shares a detailed methodology on how to analyse current security measures, identify areas for improvement, and predict potential cost savings from implementing newer technologies like Voice Biometrics or Network Authentication. Matt also discusses the feasibility of these systems based on caller frequency and risk. The video also includes a live demonstration of an online tool which provides visualisations and calculations to help understand the benefits of improving security processes.
Implementing Voice Biometrics: Realities vs Myths in Modern Call Centres
49 min watch

23 Oct 23

Explore the truth about implementing Voice Biometrics. Learn from industry experts how modern solutions are streamlining call centre operations while busting common myths. Ideal for decision-makers reassessing Voice Biometrics technology
2023 Call Centre Security Report: Identifying Red Flags through Telephone Network Data
36 min watch

2 Oct 23

Understand the threats to Call Centre Security in the 2023 report. Discover how telephone network data helps identify potential red flags.

The Power of Mobile Authentication: Seamless Security in the Voice Channel
45 min watch

21 Aug 23

Unlock the potential of AI and NLU for your voice channel with seamless security driven by mobile authentication. Our panel discussion explored the transformative impact of mobile authentication on voice channel security.
Beginner's Guide to Voice Biometrics: Transforming Call Center Security and Customer Experience
1 hour watch

25 Apr 23

An introduction to Voice Biometrics, how it works and how it can be used in the call centre to improve efficiency, usability and security.
Making the Business Case for Better Authentication and Fraud Prevention
46 min watch

28 Mar 23

A discussion with Mark Bramley, who led the business case and implementation of Voice Biometrics for one of the world's largest banks, on how to make the case for change, both financial and emotional.
Network Authentication and Fraud Prevention 101 - How can it make a difference to your call centre?
42 min watch

13 Mar 23

An educational session on the use of signalling data from the telephone network to enable Authentication and Fraud Prevention. Including a question and answer session with Chris Wade from Smartnumbers.

Lloyds Banking Group - Best practices from implementing Voice Biometrics and Network Authentication
37 min watch

21 Feb 23

Learn how and why Lloyds Banking Group combined Voice Biometrics with Network Authentication to achieve even greater levels of customer self-service and satisfaction. Andrea Ayres runs the team responsible for all automated voice services across the Lloyds Bank, Bank of Scotland and Halifax brands. Over the last eight years, she has led the optimisation of the service to be one of the most effective and efficient in the world, serving millions of customers every year.
The Commercial Case for Intelligent Authentication
19 min watch

4 Feb 21

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.
Getting Contact Center Authentication Right in 2021
21 min watch

12 Jan 21

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