Getting Contact Center Authentication Right in 2021

Presented by

Dan Miller, Lead Analyst & Founder, Opus Research; Matt Smallman, Director, SymNex Consulting

About this talk

In today’s contact center environments, many businesses still rely knowledge-based authentication and passwords for customer identity and verification. As has been tracked for years, these authentication methods are prone to fraud and provide poor customer experiences. In this first installment of the “The Business of Intelligent Authentication” 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 what’s next in 2021 for redefining customer self-service with intelligent authentication.

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