Hosted by Opus Research at the elegant Hotel Bayerischer Hof Munich, Intelligent Authentication Conference was an event dedicated to understanding how authentication, identification, and fraud prevention technologies in enterprise voice and digital channels can stop fraudsters, build customer loyalty, and enable simple, trusted digital commerce.

Intelligent Authentication Conference 2019 showcased real-world customer deployments and panel discussions from leading industry experts. Below please find featured presentations, customer case studies and the full agenda from this year’s event.

Tuesday, June 4, 2019
9:00 AM – 9:30 AM
Welcome: Foundations for Intelligent Authentication
Opus Research presents survey data findings and updated learnings from real-world implementations of voice biometrics and Intelligent Authentication solutions for personalized and highly-secure digital commerce.
Speakers:
Dan Miller, Lead Analyst & Founder, Opus Research
Derek Top, Director of Research, Opus Research
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9:30 AM – 10:15 AM
Keynote: Lloyd’s Banking Group
With the launch of Voice ID, Lloyds Bank, Halifax and Bank of Scotland makes banking easier for customers and presents the future of contact centre security.
Speaker:
Andrea Ayres, Senior Manager, Automated Services Connect | Lloyds Banking Group
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10:35 AM – 11:15 AM
Making the Case for Voice Biometrics
Introducing and implementing Intelligent Authentication systems is not trivial. It spans years of planning, tuning, performance testing and other activities that involve teams of execs from multiple business units and technology vendors.
Speaker:
Matt Smallman, Co-Founder, SymNex Consulting
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11:15 AM – 11:45 AM
Case Study: Deutsche Telekom
Deutsche Telekom’s “SprachID”, a voice recognition service to allow customers to identify themselves with only their voice, was first launched in August 2018. As the first company in Germany to test and deploy voice biometrics, Caroline Clemens will detail implementation best practices and how to succeed with voice authentication customer service.
Speaker:
Caroline Clemens, IVR & Omnichannel, Deutsche Telekom
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11:45 AM – 12:15 PM
Panel: Strategies for Omnichannel Authentication & the Digital Experience
Siloed approaches to omnichannel security can lead to poor customer experiences, ineffective authentication and challenged fraud prevention strategies. This panel discusses the need for omni-channel orchestration for authenticating customers on the devices and communication channels of their own choosing.
Speakers:
Brett Shockley, CEO, Journey
Brett Beranek, VP & GM, Security Business, Nuance

1:30 PM – 2:00 PM
Presentation: Latest Trends in Call Center Authentication
How are criminal tactics changing to beat authentication practices? What are call centers looking for in new authentication approaches? How are call centers planning to adopt multi-factor authentication? This session examines these questions, and more, using insights from the 2019 State of Call Center Authentication survey.
Speaker:
Lance Hood, Senior Director of Product Marketing, TRUSTID
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2:00 PM – 2:45 PM
Panel: Better Customer Experiences With Multi-Factor Authentication
How multi-factor authentication creates a path to reduce operating costs and improve the customer experience, while enhancing security with identity assurance.
Speakers:
Lance Hood, Senior Director of Product Marketing, TRUSTID
Surinder Singh, CEO, Voicekey

2:45 PM – 3:15 PM
Case Study: Allianz
Learn how 40,000 employees at insurance provider Allianz are enrolled in a system to quickly and efficiently reset passwords with voice authentication. For more than 17 years, Allianz Germany has been using this service in the third generation of the product suite and are currently rolling out to other European Allianz subsidiaries.
Speaker:
Christian Schommer, Service Manager, Allianz Technology
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3:45 PM – 4:15 PM
The Making of Intelligent Authentication
Voice biometrics, a technology that’s been around for more than two decades, has come a long way in the evolution of intelligent authentication. Today, solutions require creating the best customer experience with multi-modal authentication technologies and establishing trusted links between companies and customers.
Speaker:
Clive Summerfield, Founder & CTO, Auraya

4:15 PM – 5:00 PM
Closing Panel: What’s Next For Intelligent Authentication
An interactive discussion into the challenges and opportunities in delivering seamless identity & verification strategies to provide secure, personalized services for customers.
Speakers:
Ed Miller, CEO, Lumenvox
Heiner Kruessmann, Director Sales Enterprise – DACH, Nuance Enterprise

Categories: Conversational Intelligence, Events, Intelligent Authentication, Articles