In today’s contact center environments, many businesses still rely on knowledge-based authentication and old-fashioned passwords for customer identity and verification.

These authentication methods, as has been monitored and critiqued for years, are prone to fraud while still providing poor customer experiences.

In this first installment of the “The Business of Intelligent Authentication” video series, Matt Smallman, director with SymNex Consulting, and Dan Miller, lead analyst and founder at Opus Research, have an in-depth conversation about the weaknesses of contact center security methods and how businesses have the opportunity to redefine customer self-service with “intelligent authentication” in 2021.

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Categories: Conversational Intelligence, Intelligent Authentication, Webcasts, Articles