Getting Contact Center Authentication Right in 2021

12 January 2021 – Matt Smallman

Dan Miller of Opus Research and I got the opportunity to sit down virtually and discuss the continued challenges of Authentication in the contact center. This was the first of what I hope will be many conversations as part of our joint Business of Intelligent Authentication series. Dan has so much experience in how this market has evolved it was great to hear his perspective, and it got me thinking as well.

We covered a wide range of topics, including

  • Big challenges facing enterprises in improving the experience and Security of their call centers – Usability, Efficiency, and Security needs still reign supreme, but the balance may need to change.
  • Intelligent Authentication in practical terms – A phrase coined by Opus Research, but that rings true with lots of the clients I work with.
  • The most promising technologies that will help address these issues?

As this is our first attempt, please bear with any minor production issues and feel free to let Dan or I know if you have any suggestions for improvement or topics you’d like covered.

Our next discussion will be on the business case for Intelligent Authentication and will be out in a few weeks.


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