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Matt Smallman gave up his day job as a senior executive designing the transformation of some of the UK’s largest financial services organisations to evangelise for and help organisations deliver next generation customer contact experiences. Experiences where those customers who want to do things themselves will be able to whilst those who need a human interaction for good rational and/or emotional reasons will be able to interact with another human being enabled, empowered and capable of meeting their needs by technology, process and culture rather than hindered by it. Seamless, intelligent and continous customer authentication is a key component of this next generation experience and Matt has personally led some of the earliest examples of this vision as well as supporting multiple organisations deliver similar.
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The Authenticator’s Dilemma: Alternatives to Knowledge-Based Authentication in the Contact Center
Many organizations now use Automatic Number Identification (ANI) or Caller Line Identifier (CLI) to identify their customers, providing strong authentication when combined with Voice Biometrics.
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Making the Case for Voice Biometrics in the Contact Centre
Nearly all implementations of voice biometrics are driven by promises to make it easier for customers to gain account access, reduce the time spent by front-line agents in authenticating customers, and making sure customers’ personal data and services are secure.