Caller Authentication: Gateway to Better Customer Care Experience

Manage webcast
Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
A recent survey by Opus Research and Coleman Parkes found that 85% of callers felt dissatisfaction with the automated systems for handling caller authentication. This is a serious matter because 83% of calls to enterprise contact centers require some sort of caller validation or verification in order to be successful. Failure to authenticate is both a barrier to customer satisfaction and an expense to contact center operators.

Join Dan Miller, Sr. Analyst at Opus Research and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
Aug 1 2012
47 mins
Caller Authentication: Gateway to Better Customer Care Experience
Join us for this summit:
More from this community:

Collaboration and UC

  • Live and recorded (846)
  • Upcoming (17)
  • Date
  • Rating
  • Views
  • Channel
  • Channel profile
  • Text: The Silent Channel for Digital Marketing and Customer Care Aug 13 2015 5:00 pm UTC 45 mins
    Tobias Goebel, Aspect Software; Dan Miller, Opus Research
    Text Messaging (SMS) is the gateway into the wide world of messaging apps that are becoming mainstays for search, comparison shopping, product selection and all manner of digital commerce. Join Dan Miller, Lead Analyst & Founder at Opus Research, and Tobias Goebel, Director of Emerging Technologies with Aspect Software, as they describe how the organic growth in messaging services from Twitter, WhatsApp, WeChat Facetime, and others have revolutionized digital commerce, technical support and customer care.
  • Explosive Mobile Engagement: "Go Native" Recorded: Jun 25 2015 49 mins
    Carla Fitzgerald & Sunil Mariola, Smith Micro; Jon Rosen, Opus Research
    The proliferation of smartphones, geofencing, indoor location and analytics has transformed the meaning of "native" for mobile marketers, app developers and consumers. "Native" used to mean a reliance on Facebook and Google for in-stream ads that seem like organic content. It now refers to the use of on-device, local intelligence to get beyond the beacon to understand the context of a mobile user's interactions. Native control of functionality makes apps more popular with customers. It spells the difference between single-digit usage and delivers the full potential of personalized mobile marketing.
  • Seven Ways to ‘Kill’ PINs and Passwords Recorded: Oct 30 2014 46 mins
    Dan Miller, Senior Analyst, Opus Research; Alexey Khitrov, SpeechPro
    Just in time for Halloween, Dan Miller, lead analyst at Opus Research, will join Alexey Khitrov, president of SpeechPro Inc., to describe how voice and face recognition mean doom for the most common, and vulnerable, forms of mobile and online security.

    Join Dan and Alexey in live, interactive webinar as they count the ways you can use new technologies to make mobile e-commerce safe, simple and secure.
  • Top 5 Things Marketers Need to Understand about Location and Privacy Recorded: Jul 2 2014 47 mins
    Greg Sterling, Opus Research; Jules Polonetsky, Future of Privacy Forum
    Consumers are ambivalent about online privacy. Some surveys suggest outright hostility to mobile-location tracking; others argue users are happy to share personal information for clear rewards and benefits. Consumers also express a desire for greater personalization of online, mobile and shopping experiences. How can these contradictory positions be reconciled?

    The privacy landscape is evolving rapidly with Apple making location privacy changes in iOS 8 and state governments getting involved in regulating privacy in the absence of federal action.

    Rather than an “issue that will blow over,” privacy has become a central discussion for marketers and brands. It’s the flipside of “big data.” But timidity, passivity and denial won’t work. Stakeholders must proactively tackle the issue head on.

    Join Greg Sterling, Senior Analyst with Opus Research, and Future of Privacy Forum founder Jules Polonetsky for an informative, interactive webinar about the latest developments in location and privacy on Wednesday, July 2, 10 am PDT /1 pm EDT.
  • Everything You Always Wanted To Know about Beacons Recorded: Apr 30 2014 49 mins
    Greg Sterling, Opus Research; Steve Hegenderfer, Bluetooth SIG
    Beacons are hot. Once dismissed by many, they are now being widely deployed in retail and grocery stores, stadiums and entertainment venues. Apple’s support for Bluetooth (iBeacon) has put the technology on the map and driven its growing adoption.

    While many people have read about iBeacon, they don’t clearly understand what beacons can and can’t do. Join Opus Research Senior Analyst Greg Sterling and Steve Hegenderfer, director of developer programs at Bluetooth SIG, for an informative and interactive discussion about all things beacon.

    Bluetooth SIG is the group that oversees the standards and licensing of Bluetooth. We assure you Hegenderfer will speak plain English during a presentation aimed at marketers, agencies and business decision-makers.

    In this accessible, non-technical session you’ll learn:

    • What iBeacon is and how it fits within the larger Bluetooth landscape
    • How many different types of beacons there are and who makes them
    • The cost, lifespan and transmission range of beacons
    • Optimal indoor beacon use cases (and things that beacons don’t do well)
    • How marketers/retailers can avoid spamming consumers with beacon triggered notifications
    • How indoor messaging and notifications can be personalized
    • Whether beacons can equally be used for indoor marketing and analytics
  • Voice Biometrics: The Benefits of a Unified Approach to Mobile Authentication Recorded: Apr 29 2014 47 mins
    Dan Miller, Opus Research; Nik Stanbridge, VoiceVault
    As smartphones now play key roles in e-commerce and personal communications for hundreds of millions of mobile users, our advice is, “authenticate early and often.” As using the prevailing PIN and password-based systems is easier said than done, voiceprints provide the easy-to-implement and easy-to-use alternative that supports a “unified” approach to mobile authentication.
    Join Dan Miller, senior analyst and founder of Opus Research, and Nik Stanbridge, vice president of product marketing at VoiceVault, to engage in a lively discussion of:
    · How mobility is driving the need for stronger authentication to build trusted links between and among individuals and enterprises

    · What voice biometrics technologies are; and how they differ from other factors for promoting security and personalization

    · How a unified approach to design and deployment saves time, money and effort for application developers and solution providers

    · How to get started to gain experience with a unified voice biometric product
    Executives at firms with an interest in providing the best, most personalized mobile experience for customers and employees should take part in this webcast. So should mobile application developers who recognize that strong, simple authentication is key to supporting secure payments and highly personalized services. 
  • Indoor Location: Early Adopter Case Studies and Lessons Learned Recorded: Feb 25 2014 49 mins
    Greg Sterling, Opus Research; Nathan Pettyjohn, aisle411; Jon Rosen, iInside
    There’s a great deal of hype surrounding iBeacon right now. But that technology is just one part of a much larger story about indoor location.

    Using a range of technologies, major retailers, malls, airports and others are testing or rolling out indoor location in their venues and stores. We’ve come a great distance since last year when few people understood the benefits of indoor positioning and real-world analytics.

    Join aisle411, iInside and Opus Research’s Greg Sterling for a webinar and discussion about the current state of indoor location. The webinar will feature existing, in-market B2B and B2C case studies.

    What you’ll learn:

    •How in-store mobile brand advertising impacts sales
    •How indoor location can be used to combat retail showrooming
    •How in-store (and even department level) presence is being used to measure the offline effectiveness of traditional and digital advertising.
  • Evaluating Enterprise Virtual Assistant Options Recorded: Feb 20 2014 49 mins
    Dan Miller, Opus Research; Brett Beranek, Nuance Communications
    Dan Miller, Senior Analyst with Opus Research, presents results from the latest Opus Research “Intelliview” report. He will describe criteria that should be taken into account when marketing, sales and contact center professionals evaluate vendors of Enterprise Virtual Assistants (EVAs) – especially those providing human-like interactions on the Web and with mobile devices.

    Miller will be joined by Brett Beranek, Solutions Marketing Manager at Nuance Communications, who will provide insights into customer acceptance of EVAs based on implementations of Nuance’s Nina Web and Nina Mobile services.
  • Place Conference 2013 Recorded: Dec 19 2013 3 mins
    Greg Sterling, Senior Analyst, Opus Research
    Place Conference 2013 brought together the entire spectrum of companies building the indoor location ecosystem. Retailers, technology vendors, mobile developers, data providers, advertisers, agencies, and investors attended this unique, one-day event at the Palace Hotel in San Francisco and was the first-of-its-kind anywhere.
  • Steps to Make Voice Authentication Mainstream Recorded: Oct 15 2013 47 mins
    Dan Miller, Senior Analyst, Opus Research; Nik Stanbridge, VP, Product Marketing, VoiceVault
    Demand for safe, secure, simple ways to carry out business online and over mobile phones is building. People are tired of remembering passwords or carrying pieces of hardware. It’s time to take concrete steps to implement safe, simple and secure authentication methods.

    Join Dan Miller, Senior Analyst at Opus Research and Nik Stanbridge, Vice President of Product Marketing at VoiceVault, to hear about the best ways to get started with the technology. Find out what’s working among the dozens of implementations and learn what solutions are available “off-the-shelf” and why it's getting easier to integrate voice into mobile and multi-factor authentication initiatives and see the potential to make voice-based authentication foundational to personalized mobile services.
  • The Business Case for Passive, Voice Based Authentication Recorded: Sep 17 2013 47 mins
    Jade Khan, Solutions Marketing Manager, NICE; Dan Miller, Senior Analyst, Opus Research
    Join Opus Research and NICE Systems for a fact-filled discussion of passive voice authentication. Companies deploy this technology in the contact center to overcome adoption barriers and garner financial and operational benefits that pave the way for bringing strong authentication to all customer touchpoints.

    Customer care specialists have already discovered that huge benefits result when they shorten the time required for caller authentication. Shorter calls save costs and increase customer satisfaction. New technologies enable them to take a passive approach to customer enrollment, accelerating the time it takes to extend these benefits to all callers and stepping up the pace at which trusted communications links can be established.

    Dan Miller, senior analyst at Opus, will describe the trend toward passive enrollment and authentication, what it is and why it’s important for firms in financial services, telecommunications, retailing, healthcare, insurance and government. Jade Kahn, Solutions Marketing Manager at NICE, will then outline the steps that companies can take to move ahead with passive authentication and provide a proposed roadmap from contact center to support multiple customer and consumer touchpoints.

    Register now to learn:
    •Why is there so much excitement about passive enrollment?
    •Where passive enrollment can be leveraged?
    •What is involved from the caller’s perspective
    •What are the financial benefits in the contact center?
    •Where do I start?

    Opus Research webcasts follow at BYOQ (Bring Your Own Questions) policy. Learn how you can benefit almost immediately from this exciting new technology.
  • Beyond CTR: Tracking Mobile Ad Impact on Store Visits Recorded: Sep 10 2013 48 mins
    Greg Sterling, Opus Research; David Shim, Placed; Monica Ho, xAd
    The offline impact of digital ads has always been elusive. Marketers track “online conversions” mostly because they can’t follow consumers into stores (where 94% of buying happens). But online conversions are just a fraction of “online-to-offline” sales.

    Increasingly it’s becoming possible to track how online/mobile ads directly impact offline consumer behavior. The implications are dramatic for all of digital media and marketing.

    Placed CEO David Shim and xAd VP Monica Ho will discuss how new measurement tools let agencies, brands and marketers go beyond CTR to understand mobile advertising’s impact on store visits.

    Placed has developed a “Nielsen panel for the real world” and xAd is starting to use it on client campaigns. Join them, together with Greg Sterling, senior analyst with Opus Research, for a free webinar that will examine:

    •The market trend toward closed-loop measurement
    •How offline panel measurement works
    •What new insights are now available to marketers, publishers and networks
    •Why offline ROI measurement is a key to shifting more ad budgets to digital
    •A just-completed case study on mobile-to-store measurement
  • Introduction to Indoor Location Recorded: Aug 21 2013 46 mins
    Greg Sterling, Senior Analyst, Opus Research & Jon Rosen, EVP, iInside
    One of the most profound developments in digital marketing, customer care and analytics is advent of indoor location. While this new "industry" is in its infancy, it's impact will be profound over time. 

    Indoor location and marketing are being made possible by the mass adoption of smartphones and nearly ubiquitous public WiFi. But we're just starting to imagine what's possible: more personalized shopping experiences, better data on customer behavior, and greater visibility into what online and mobile ads actually deliver people to the point of sale. 

    Indoor location represents the true marriage of the online with the offline. Yet indoor location and marketing are still not well understood. Join Jon Rosen, EVP with iInside, and Greg Sterling, senior analyst with Opus Research, as they explore: 

    • What indoor location technologies are in use today? 
    • What data can be captured and are being captured? 
    • Consumer willingness to share indoor location 
    • Specific retail and merchant case studies 
    • Privacy considerations
    • Venue adoption timelines 
    • Broader digital marketing implications 
  • The Defining Moments Series: Personal Virtual Assistants Recorded: Jul 31 2013 47 mins
    Norman Winarsky (Siri Co-Founder & VP, SRI Ventures), Phil Gray (Executive Vice President, Interactions Corporation)
    This is a "Defining Moment" for the PVA (Personal Virtual Assistant). More than two years have passed since Apple introduced us to Siri and raised expectations for mobile phones and other computing platforms to be able to recognize, understand and react to our spoken input. Siri's success, as well as its perceived deficiencies has attracted a slew of competitors, imitators and alternatives. This begs several questions:

    What does the term "Virtual Assistant" mean?
    What problems to Virtual Assistants solve?
    Are they mobile, by definition, or are the prospects better for "branded" virtual assistants offered by business enterprises?
    What tasks can we reasonably expect them to carry out for us today… and in the future?
    What business models support PVAs? Do revenues come from transaction support? (Cost-savings for automating customer care, phone-based marketing, etc.)

    Join us for an unrehearsed, spontaneous discussion that includes:

    Norman Winarsky - Siri Co-Founder & VP of Ventures, SRI
    Phil Gray - Executive Vice President, Interactions Corporation
    Dan Miller - Senior Analyst and Founder, Opus Research
    Greg Sterling - Program Director, Internet2Go, Opus Research
  • Bimodal Biometrics: The Case for Simple, Strong Mobile Authentication Recorded: Jun 25 2013 46 mins
    Bryan Chaney, Vice President, SpeechPro; Dan Miller, Senior Analyst, Opus Research
    Voice biometrics are a natural for mobile phones, but may not always achieve the level of accuracy that some banks or payment processors require to carry out certain transactions. Front-facing cameras provide a mechanism for adding facial to voice recognition to provide high confidence rates for identifying or authenticating individuals to support mobile commerce.

    Join Dan Miller, Sr. Analyst at Opus Research and Bryan Chaney, Vice President of SpeechPro, as they discuss the challenges of speaker ID and Verification over mobile phones, culminating with a demonstration of OnePass, an authentication technology that combines the unique attributes of the mobile subscribers voice with facial recognition to deliver simple, strong mobile authentication.

    What you’ll learn:
    * How strong authentication fights fraud, promotes personalization and leads to customer loyalty
    * What makes biometric-based authentication better
    * How easy it is to combine voice and facial recognition
    * Where and how to get started

    Who should attend:
    * Mobile marketing customer experience specialists
    * IT support pros for remote workforce and BYOD
    * Service strategists for finance, retail, travel, insurance
    * Security and access control experts
    * Professionals creating the most personalized and secure e-commerce services.
  • Fulfilling the Promise of Voice Authentication: The Passive Approach Recorded: Apr 24 2013 47 mins
    Vipul Vyas, VP Solutions, Victrio; Joe Schmid, VP, Product Management of Authentication Solutions, Victrio
    A new generation of voice biometrics is being deployed in call centers. Technological advancements now enable "passive" authentication with high levels of accuracy, which overcomes historical challenges to customer adoption of voice authentication.

    Participants in this webinar will learn about the new approach to caller authentication and fraud detection, and hear how major financial institutions are implementing passive voice biometrics in the call center.

    What you'll learn:
    * A primer on "passive voice biometrics" highlighting enrollment & verification
    * Underlying new technologies: Passive operation, dual screening, multi-factor analysis
    * Real-world field implementations showing business results and performance metrics

    Who should attend:
    * Executives and managers in customer care and call centers who want to know alternatives for strong, convenient user authentication
    * Experts in information security and access control<
    * Fraud and risk management specialists
  • Mobile’s Role in the Consumer Path to Purchase Recorded: Nov 15 2012 49 mins
    Greg Sterling, Opus Research, David Gil, Nielsen, Monica Ho, xAd inc. Bill Dinan, Telmetrics Inc
    Today 4 out of 5 consumers use their mobile devices for shopping related purposes. For marketers, reaching them at the right place and time requires understanding and targeted strategies. Yet mobile’s role in the purchase path varies widely based on differing consumer needs, usage location, business category and even device type.

    In this 45-minute webinar, we will show you the keys to developing the most effective mobile marketing strategies for three of the top growth segments in mobile today: Travel, Restaurants and Automotive. We will discuss findings that can be applied to your business to gain an effective mobile presence as well as drive more customers and increase sales.

    What you will learn:

    The prime opportunities for leveraging mobile media within the path-to-purchase for each category

    How consumers use smartphones and tablets to complete different purchase-related tasks

    The importance of location and local info to mobile searchers— by category and device

    How purchase timing differs among mobile searchers based on category

    The types of sites and apps consumers use at each stage of the shopping process

    The key factors behind generating consumer awareness and engagement with mobile ads


    Greg Sterling, Senior Analyst – Opus Research
    David Gil, Vice President, Emerging Media – Nielsen,
    Monica Ho, Vice President of Marketing – xAd, Inc.
    Bill Dinan, President – Telmetrics Inc.
  • The “Friction-Free” Self-Service Challenge Recorded: Sep 11 2012 47 mins
    Justin Lemrow, Director of Continuous Improvement, Contact Solutions; Dan Miller, Sr. Analyst, Opus Research
    When customers call your company, they have a single objective in mind: Fast, frictionless results. They equate “service quality” with quick resolution of their problems by a live agent. If they are put on hold, confronted with confusing options or delivered to an individual who is not “up-to-speed” with their requirements, they think less of your company and its brand.

    Customers equate satisfaction with reaching a live person. Yet our research and empirical data show that what customers really want is fast, friction-free resolution of their specific problems – whether its on a Web site, mobile app, voice response system or through a live agent. Achieving long-term customer satisfaction is a long-range goal that requires constant monitoring and improvement.

    Join Dan Miller, Sr. Analyst at Opus Research, and Justin Lemrow, Director of Continuous Improvement at Contact Solutions, as they discuss how to strike the right balance between automated self-service and human assisted care in order to achieve high-levels of customer satisfaction at relatively low-levels of expense. Their observations will be grounded in the benchmark findings from a financial services company that conducts constant quality assessments of how well the company recognizes and resolves each customer’s intent, interaction and perception.
  • Caller Authentication: Gateway to Better Customer Care Experience Recorded: Aug 1 2012 47 mins
    Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
    A recent survey by Opus Research and Coleman Parkes found that 85% of callers felt dissatisfaction with the automated systems for handling caller authentication. This is a serious matter because 83% of calls to enterprise contact centers require some sort of caller validation or verification in order to be successful. Failure to authenticate is both a barrier to customer satisfaction and an expense to contact center operators.

    Join Dan Miller, Sr. Analyst at Opus Research and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
  • Finding the L Spot: The Hype and Reality of Local-Mobile Advertising Recorded: May 23 2012 49 mins
    Monica Ho, xAd, Vice President of Marketing and Greg Sterling, Opus Research's Senior Analyst
    Somewhere between 20% and 30% of traffic to many websites is now coming from mobile devices, depending on the category. In specific local categories the number is as high as 50%.

    Consumers have repeatedly indicated their preference for localized ads and see them as more relevant than “generic” ads. There are also several very bullish forecasts for localized mobile advertising. Yet most “local” mobile ads aren’t more specific than regional or metro-area targeting. And only about 5% of mobile ads carry a precise “lat-long.”

    Why is this the case and what must happen to realize the promise of “LoMo” advertising? Join Monica Ho, xAd Vice President of Marketing and Opus Research's Senior Analyst Greg Sterling for a discussion of the opportunities – and challenges – of locally targeted mobile advertising today.

    Sterling will provide findings on consumer preferences for localized advertising as well as performance data comparing local-mobile ads to national ads. He’ll also present a recent case study comparing ad performance across five mobile ad networks.

    xAd’s Monica Ho will talk about the opportunities and challenges of location targeting .She’ll also present the 5 mobile marketing best practices that every marketer/agency should know in order to drive true performance out of mobile advertising.
Mobile Internet, Voice Biometrics, Conversational Commerce
News, information, and exclusive research detailing mobile Internet trends, conversational commerce and voice biometrics -- Webcasts include in-depth analysis of market forecasts, real case studies, and proven business models.

Embed in website or blog

Successfully added emails: 0
Remove all
  • Title: Caller Authentication: Gateway to Better Customer Care Experience
  • Live at: Aug 1 2012 6:00 pm
  • Presented by: Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
  • From:
Your email has been sent.
or close
You must be logged in to email this