​​​​​​​​​​There’s nothing like a first-ever global pandemic crisis to expose pre-existing performance problems and known security vulnerabilities in the customer care fabric of brands around the world.

As thousands of companies around the world scrambled to keep their customer care lines active, millions of customers struggled to get in contact with their agents.

Contact centers are recognizing workflows for both agents and customers will be permanently changed, including the introduction of swift, strong and “adaptive” caller authentication and fraud reduction.

In a new report, Dan Miller, lead analyst and founder with Opus Research, explores how cloud-based contact center deployment models enable companies to support strong, continuous authentication and fraud prevention.

To view and download this free Opus Research report, please complete the brief contact form below.

Categories: White Papers, Intelligent Authentication, Articles