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Introducing the Welcome Experience Scorecard

22 February 2021

Our Welcome Experience Scorecard gives you the benefit of our 10 years of experience in just 10 minutes. It helps organisations understand how to improve the usability, efficiency and security of their Welcome Experience.

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The Commercial Case for Intelligent Authentication

4 February 2021

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.

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Getting Contact Center Authentication Right in 2021

12 January 2021

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

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Using Conversational Voice Biometrics in Natural Language IVR

7 November 2019

Advances in Speaker Recognition technology and increasing acceptance of conversational interfaces are allowing organisations to authenticate callers using the short utterances now obtained in natural language and speech driven self service applications, without the overhead of traditional active enrolment processes.

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Voice Biometric Adoption challenges in the Call Centre Industry

29 July 2019

The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future.

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How Speaker Recognition significantly improves the security of Call Centres

12 March 2019

Voice Biometrics if used effectively can have a wide range of effects on imposters, fraudsters and other bad actors attempting to compromise the telephone channel.

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Making the Business Case for Voice Biometrics in the Contact Centre

8 October 2016

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.

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