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Biometrics to Improve Customer Experience

Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video interaction. Join this webinar to learn:
- What are companies plans to use biometrics?
- What's driving them to use them, and how secure is it for identity management?
- Who are the players in this space?
- What value to companies find in using biometrics?
Recorded Jun 22 2021 34 mins
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Presented by
Robin Gareiss, CEO and Principal Research Analyst, Metrigy
Presentation preview: Biometrics to Improve Customer Experience

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  • UC & Contact Center Integration: What Does it Really Mean? Nov 8 2021 4:00 pm UTC 45 mins
    Robin Gareiss, CEO and Principal Analyst, Metrigy
    We've been hearing a lot about the integration of UC and contact center platforms. But what do CX leaders define as the technical requirements of such integration? And once platforms are integrated, how are they using the applications in practice? What success metrics are companies finding once they integrate?
  • Visually Engage! Why You Should Expand Customer Interactions Nov 2 2021 3:00 pm UTC 45 mins
    Robin Gareiss, CEO and Principal Analyst, Metrigy
    Voice and text can answer many cutomer inquiries. But in many cases, it would help contact center agents to be able to see what the customer sees, share screens, or cobrowse. In this webinar, we'll review the types of visual engagement, why you should add new interaction channels, and what results you can expect. We also will cover the vendors that offer such solutions.
  • Optimizing your UC&C Security Strategy Recorded: Oct 19 2021 41 mins
    Irwin Lazar, President and Principal Analyst, Metrigy
    The past year has seen rapid changes in the unified communications and collaboration market. Applications and calling platforms have increasingly moved to the cloud. Chat and video are now almost ubiquitous. And organizations are extending their collaboration environments to foster engagement with partners and customers. At the same time, the threat landscape continues to evolve with recent attacks on enterprises coming in through team apps, video meetings, and more. During this webinar we'll share insights and best practices into how IT and security leaders should evaluate and proactively prepare to address threats. We'll cover:
    - Why you need a proactive security plan and the characteristics of one
    - The proper role of end-to-end encryption in a Zero Trust security framework
    - How to leverage third-party security platforms to protect against emerging threats
    - Best practices for protecting against toll fraud
    - How SASE fits into a collaboration security architecture
  • Picking the Right UC Endpoint Recorded: Oct 7 2021 44 mins
    Irwin Lazar, President and Principal Analyst, Metrigy
    The phone is dead, or is it? Are built-in cameras good enough? And what's the best approach toward buying and managing headsets? In this webinar we'll look at how organizations are selecting endpoints for home, in-office, and hybrid work, and what strategies best correlate with success. Attendees will learn:
    - Are companies still provisioning phones and if so, how?
    - How to select the best personal devices?
    - Is there really a need for a better camera?
    - How are companies managing endpoints?
    - How best to equip hybrid and in-office employees?
  • 3 Key Technologies to Improve CX Recorded: Sep 21 2021 61 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Paul Lang, Head of Contact Center Solutions, Avaya
    Virtual assistants, voice biometrics, and video are making good contact centers great.

    When it comes to improving the customer experience, there is no shortage of new technologies that can help differentiate you from your competitors. During this webinar, we’ll focus on three areas that will boost your customer satisfaction: Virtual assistants, voice biometrics, and video-enabled communications. Each of these either relies upon or can be improved with artificial intelligence.

    Join Robin Gareiss, CEO & Principal Analyst with Metrigy, and Paul Lang, Head of Avaya’s Contact Center Solutions Marketing, to learn about how you can use AI in your contact center, what you should do next—and why. Robin and Paul will discuss the following:

    - How can you use virtual assistants to help both agents and customers? With 71% of contact centers planning to use at least a basic virtual assistant by 2022, how extensive should your virtual assistants’ roles be—and what kind of business success can you expect?
    - With voice fraud on the rise, how can you make customer interactions more secure—while improving customer satisfaction and reducing time on calls while you’re at it?
    - We’ve all become well-versed in video for personal and professional conversations. So why is video for your customer interactions becoming a must-have, and how can AI boost the value of video? What’s driving 57% of companies to use video in the contact center, and what kind of business success can you expect?
  • Managing Cloud UC Recorded: Sep 7 2021 36 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    As companies shift unified communications to the cloud, they must also evolve their security, performance, administration, and user adoption management strategies as well. In this webinar, we'll share Metrigy's latest research to provide actionable insight into:
    - What should you manage, and what should you rely on your cloud provider to manage?
    - How should you evolve your existing management capabilities?
    - How best to manage UC performance when using Microsoft Teams Direct Routing or other BYOC alternatives
    - How to leverage third-party managed services providers
    - How to measure user adoption and satisfaction with their collaboration applications?
  • How to Mitigate Voice Fraud Before it Disrupts Your Enterprise Network Recorded: Aug 31 2021 65 mins
    Robin Gareiss, CEO & Principal Research Analyst, Metrigy
    Analytics and network visibility address robocalls, fraud, TDoS, and more

    Only 54.2% of organizations have a comprehensive security strategy for their contact centers, and another 35.2% have plans or evaluation underway. Technology options are plentiful to support any number of security strategies. With employees and agents working remotely at the majority of companies, network-based security strategies are more effective at preventing voice fraud.

    By stopping fraud before it reaches the enterprise, organizations prevent traffic from chewing up resources—including employees at large, IVRs, contact center agent time, and network capacity. Join Robin Gareiss, Metrigy CEO and principal analyst, and Dan Teichman, Director, Solutions Marketing, and Shambhu Rai, Principal Product Manager at Ribbon to learn about how to improve enterprise voice security, backed by real-world business metrics. We will address the following:

    - What security methods are companies deploying in their contact centers? Should you manage it internally or outsource it to a Managed Service Provider?
    - What is the value of stopping robocalls, fraud and TDoS attacks before they reach the internal enterprise network?
    - How do SBCs, analytics, and SIP trunking play a role in securing contact centers and addressing UC voice security problems?
    - How can machine learning continuously improve security and operational efficiency?
  • Modernizing Your Customer Self-Service Knowledge Base Recorded: Aug 3 2021 53 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Self-service technologies are one of the top CX transformational activities underway. Organizations must modernize and regularly update their self-service knowledge bases to deliver a sold customer experience. During this webinar, you'll learn:
    - Who are the key knowledge base providers?
    - What are the best practices in modernizing a knowledge base?
    - How does AI play a role?
    - How are knowledge bases helping both customers and employees?
  • 3 Critical Customer Service Changes for 2021-2022: Are You Ready? Recorded: Jul 20 2021 63 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP Marketing, CXone, NICE
    Digital transformation accelerated by at least 5 years during the COVID-19 pandemic with 44% of companies having a CX transformation initiative complete or underway. Another 32% are planning to start one in 2022.

    To understand the lasting consumer impacts of CX digital transformation, it is essential to look at where their journeys truly begin. Customer journeys don't start with a face-to-face interaction at a store, branch office, or when the customer initiates a call with an agent. They’ve already interacted on various digital channels, including your website, mobile apps, review websites, 3rd party communities, and virtual assistants.

    It’s vital to understand customers’ digital preferences and their experience along their entire journey. Only then can you see what’s working well—and what’s not—and where you can gain competitive advantage.

    The right contact center platform connects these new digital journeys with enhanced self-service, AI-driven channels, and real-time analytics that enable CX leaders and their teams to drive a loyal and lasting relationship with customers. This reaches far beyond just a great service moment.
    Join Robin Gareiss, Metrigy CEO & Principal Analyst, and Chris Bauserman, NICE VP Marketing, CXone from NICE, in this informative and time-sensitive discussion to learn:

    1. New journeys: Where will consumers start their new ‘digital first’ journey, and how do customer engagement teams need to reorganize?
    2. New agent skills: How should you hire, train, and leverage your staff when engagement moves beyond traditional ‘break fix’ calls.
    3. New data insights: With more data than ever about the customer experience, how do you harness and make the most of it?
  • Achieving Cross-Company Team Collaboration Success Recorded: Jun 29 2021 42 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Companies have increasingly adopted team collaboration apps like Cisco Webex, Microsoft Teams, RingCentral Glip, and Slack replace email with contextual workspace that integrate chat, applications, files, and data. But when it comes to company-to-company collaboration, many organizations still rely on email, or simply invite guests into their team collaboration workspaces leading to security challenges. Attend this webinar to learn:
    - Alternative approaches for enabling B2B team collaboration,
    - How to meet security, compliance, and governance requirements
    - How leading vendors enable B2B team collaboration
    - How to build cross-company connections across different applications
  • Biometrics to Improve Customer Experience Recorded: Jun 22 2021 34 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    Companies are flocking to voice biometrics and facial recognition for customer interactions. These technologies identify customers quickly, and save on average 30 to 60 minutes on each call or video interaction. Join this webinar to learn:
    - What are companies plans to use biometrics?
    - What's driving them to use them, and how secure is it for identity management?
    - Who are the players in this space?
    - What value to companies find in using biometrics?
  • Adopting AI for Consumer Insights Recorded: Jun 15 2021 45 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    More than 70% of organizations are using AI to help them serve customers and improve customer service agent performance. But AI is a loaded acronym--adopting AI can mean dozens of things! Join this webinar to learn how companies are using AI in their customer interactions, and also learn:
    - Which types of AI are the most prevalent, and which are poised for big growth?
    - What insights do companies get by using AI?
    - Where does analytics fit into the picture?
  • Combatting Video Fatigue Recorded: Jun 8 2021 33 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    As video conferencing has become an essential means of communicating and collaborating, so too has video conferencing burnout. As employees shifted to remote work, many companies simply changed their regular meetings to use video without realizing the potential impact on employees on long, back-to-back, video meetings. In this webinar we'll share our latest data into video burnout and provide suggestions on what you can do to ensure that the benefits of visual engagement aren't offset by the negative impacts of too much video conferencing.
  • Mitigate Security Risk as You Migrate to Cloud Services with BYOC Recorded: Jun 2 2021 55 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Doug Tait, Director of Product Marketing, Oracle Communications
    Don’t compromise security, performance when moving to Teams, Zoom, and others

    Brought to you by Oracle Communications

    Business technology leaders are re-evaluating their communications and collaboration portfolios as they plan for the future workplace. The shift to permanent full-time or hybrid work-from-home has served as a catalyst for more cloud-based UC and CX services, such as Microsoft Teams, Cisco Webex, Zoom, and a host of contact center providers.

    But there are some important issues to address when moving to the cloud. For example, how do you transfer complex call routing policies? What about existing telecom contracts that expire at different times? And is it feasible to flash-cut from large on-premises deployments—which addresses security, dial-plan management, and survivability needs—to cloud services?

    Bring Your Own Carrier (BYOC) addresses these key issues by allowing companies to transition to the cloud immediately or over time, using their same telecom provider.

    Join Metrigy CEO and Principal Analyst, Robin Gareiss, and Oracle Director of Product Marketing, Doug Tait, for a lively discussion of how BYOC addresses potential roadblocks for cloud transitions. During this webinar, you will learn:
    - How does BYOC allow you to move to the cloud today at your own pace?
    - How does the use of Session Border Controllers help to address network security, as well as reliability?
    - With key customer service agents working from home, how can SBCs deliver data about overall quality of service and security issues?
    - What are the benefits companies see once they move to the cloud?
  • Beyond UC: What's Next for Enterprise Collaboration Recorded: Jun 1 2021 30 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Unified communications applications including telephony, meetings, and team messages are now well established. Together they support effective meetings and workstream collaboration, but they don't fully replace the in-person experience nor enable enterprise-wide information sharing. Establishing an effective collaboration strategy means going beyond UC to deliver support for ideation, community building, work management, and employee engagement. In this webinar we'll share our research and insights into technologies including:
    - Virtual whiteboard and ideation
    - Work management
    - Social software
    - Workforce experience management
    - Analytics
  • Achieving Hybrid-Work Success with Team Collaboration Recorded: May 27 2021 49 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Hybrid-work means that employees are spread across home and office, working with an ever-increasing array of applications and information, engaging both internally and with partners and customers externally. Team collaboration platforms, by virtue of their ability to integrate applications, data, and workflows and extend across company boundaries offer the opportunity for IT decision makers to achieve measurable cost savings, revenue increases, and productivity improvements. Successful implementations require user empowerment while addressing governance and security needs. In this webinar we’ll share insights into how team collaboration platforms are rapidly evolving beyond messaging into a hub for work, and what business and IT leaders must do to achieve maximum quantifiable benefits from their digital engagement initiatives.

    Presented by:
    Irwin Lazar, President & Principal Analyst, Metrigy
    Brian Elliott, Vice President, Future Forum, Slack
    Kris Lengieza, Vice President of Global Partnerships & Alliances, Procore Technologies
  • Future of Work: 2021: Achieving Work-from-Home Success Recorded: May 25 2021 34 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Regardless of the path the pandemic takes in the second half of 2021 it is clear that a large percentage of employees will continue to work remotely if offered the choice. IT and business leaders must understand what approaches best meet the individual needs of employees, the desire for organizations to minimize costs, and best provide for flexiblity? In this Summit Webinar we'll share insights gleaned from Metrigy's research into work-from-home and return-to-office plans and success correlations to provide business and IT leaders with actionable advice to ensure that they are prepared for the future of work in 2021 and beyond.
  • Securing Unified Communications and Collaboration Recorded: May 20 2021 39 mins
    Irwin Lazar, President & Principal Analyst, Metrigy
    Organizations are using more collaboration tools than ever before, creating new opportunities to enable the virtual workforce, but also introducing new risk and attack vectors. In this webinar we'll look at the requirements to enable governance, compliance and security as part of a comprehensive workplace collaboration strategy and we'll explore ways that IT leaders can leverage emerging tools to ensure success.
  • Behind the Curtain: The Psychology of Your Customer Journey Recorded: May 13 2021 119 mins
    Robin Gareiss, CEO and Principal Research Analyst, Metrigy
    What makes a great customer journey? And what are the warning signs of problems? CX technology can be a blessing and a curse. It can help customers and also give you a view of what it took for them to get to resolution. But it also can inject frustration and problems. That's why it's important to use technology the right way--one that delivers a successful and always-improving journey. During this webinar, you'll learn:
    - What are customer expectations for a great journey, and what frustrates them?
    - How can you leverage technology to both serve them and inform you?
    - How can you pair the right technology with each customer, customized to maximize satisfaction and other business metrics?
  • MetriStar: Which CX & Collaboration Providers Drive the Most Success? Recorded: May 13 2021 35 mins
    Robin Gareiss, CEO and Principal Research Analyst; Irwin Lazar, President and Principal Analyst, Metrigy
    MetriStar Top Providers: Which Customer Experience and Collaboration Providers Drive the Most Success?

    Metrigy's MetriStar awards recognizes those providers who are both highly rated by their customers, and whose customers have achieved measurable success for their investments. The awards are based on data gathered from hundreds of IT and customer experience leaders in North America, Western Europe, Southeast Asia, and Australia. Provider awards that we will announce include:
    - Unified Communications-as-a-Service (UCaaS)
    - Team Collaboration
    - Workforce Optimization
    - Voice-of-the-Customer

    During this webinar, we will review the top providers in each area, based on real-world data from their customers.
Metrics-Driven Strategic Guidance
Metrigy is an innovative research and strategic advisory firm that analyzes enterprise success metrics to advise companies on their technology transformation strategies.

Founded by Robin Gareiss and Irwin Lazar, both renowned technology analysts and content developers, Metrigy focuses on some of the coolest and most interesting technologies:

Digital transformation and digital workplace,
Unified Communications & Collaboration (UCC),
Customer Experience (CX) and contact center,
Artificial intelligence and analytics.

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  • Presented by: Robin Gareiss, CEO and Principal Research Analyst, Metrigy
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