Caller Authentication: Gateway to Better Customer Care Experience
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 orde
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.
RecordedAug 1 201247 mins
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The cloud is here to stay. However, that also means more and more companies are realizing that they’ve built two separate IT teams and are struggling to deliver quality services without a unified view. A true hybrid monitoring solution is the answer to this common problem.
Join Jay Lyman, Analyst at 451 Research, and Kent Erickson, Alliance Strategist at Zenoss, as they discuss what is shaping hybrid IT, where it's going, and what to do about it.
Together, Windows 10 and Intel deliver the productivity, security and manageability you need to advance your business.
Intel and Microsoft have been collaborating for more than 30 years, creating technology that has changed the way we do business.
With Windows 10, we’ve taken this partnership to a whole new level, with new hardware lighting up key Windows features that help you stay ahead of security threats, while making it easy for you to manage devices across your business.
The new devices on Windows 10 and the new Intel 6th generation processor (Skylake) deliver:
•Better Productivity: Do more and be more productive with improved multi-tasking, less waiting, familiar interface and app compatibility
•Better Security: Helps protect identity, data and devices against modern security threats
•Better Manageability: Stay current with less effort, manage devices more effectively, remotely provision and deploy applications
Watch this webcast to:
•Discover Windows 10 productivity, security and manageability features that new hardware lights up
•Learn more about the Intel 6th generation processor (Skylake) and how it helps give time and money back to your company
•Get additional resources to evaluate when it might be time for new devices and what devices are right for you
Join Kate Leggett, VP Principal Analyst at Forrester and Becky Levy, Associate Director of Member Services & Development Operations at WGBH as they discuss tips to transform the customer experience, how to create a profitable customer service strategy, and what technologies to utilize when increasing business and customer value.
Learn more from WGBH on:
•The pains of an antiquated, disjointed contact center strategy.
•Vision for a modern customer service experience.
•The business value of a consolidated customer engagement strategy through Salesforce
•How they successfully led the evaluation and four-day implementation of NewVoiceMedia.
•Their transformation results and lessons learned along the way.
A lively Q&A will follow this presentation with Kate and Becky – come ready with your questions!
Live Canvas is a new Prognosis module that allows fully customizable data visualizations. With Live Canvas, you can have custom dashboards and screens to visualize any Prognosis information, including monitored systems, applications, and relationships.
In the digital era, IT has an extraordinary opportunity to become a data-driven business partners helping the business achieve its goals of revenue generation, cost reduction, and risk mitigation. However, IT reporting and analytics have historically focused on descriptive and diagnostic work – describing what happened and why. The speed and agility of the digital revolution demands the ability to not only describe what happened in the past but to predict what might happen in the future and to make recommendations about what should be done.
IT operations analytics offers IT organizations a path to evolve the use of machine, operational and business data for more effective, forward-looking prioritization and decision-making. And in a recent BMC sponsored survey, 79% of IT pros said they would be more effective at their job if they had access to non-IT sources of data to help them make decisions in business context.
Join Donnie Berkholz, 451 Research, and Erin Avery, BMC Software, for a high energy, fast paced discussion on adaptive, real-time analytics that any IT operations organization can adopt to become highly prescriptive and predictive.
In an environment of growing transaction volumes, higher compliance costs, lower margins, and ever more demanding customer service expectations, it is increasingly important for banks, transaction processors and retailers to have an up-to-date view into the health and performance of their Payments ecosystem.
In this webinar, IR will share their vision and the experiences of their customers in using real-time and predictive analytics to get greater insight into cardholder behavior, transaction profitability, fraud and risk prevention, as well as the success of new technology rollouts.
Carrier Ethernet. There has been so much written about it but what is it exactly, and what can it be used for? This webinar will explore the concept of Carrier Ethernet and provide attendees with an overview of the technologies available today. The presentation will explore different offerings and review some of the underlying technology.
Most importantly, the presenter will provide some very helpful do’s and don’ts and offer examples of practical applications of Carrier Ethernet that service providers and enterprises can implement in their own networks. After the presentation there will be a Q&A session to address all your concerns.
New services for telcos typically take a long time to roll out. Each new service is subjected to deep integration, complex interoperability and challenging deployments which delay service offerings, revenue and competitive differentiation.
SD-WAN is the first new networking service which can be deployed nearly instantly by Service Providers. This webinar will explain how leading edge SD-WAN solutions allow Service Providers to quickly deliver competitive differentiation, new revenue and increased profitability.
Dan Miller, Lead Analyst, Opus Research; Daniel Hong, Sr. Director of Product Mktg, 7
More than 8 out of 10 customers are moving from one channel to another to complete a transaction or get an issue resolved. And, on average, they use more than 4 different “channels” over the course of their respective journeys. Despite this, customers expect consistent answers and personalized service regardless of their channel preference, device of choice and time of day.
Join Dan Miller, Lead Analyst at Opus Research, and Daniel Hong, Sr. Director of Product Marketing and Strategy at 7 as they review these recent findings and their impact your self-service and assisted service strategies via text, chat, Web forms or phone calls. Dan will bring context from a recent study of Enterprise Intelligent Assistants (EIAs), culminating in the “8 Attributes of Successful EIAs”. Daniel will review primary research findings addressing both practices and preferences of customers in a digital, omnichannel world. The webinar will also include a case study.
Attend this webinar to refine your company’s digital customer experience to keep your customers in charge, even when it’s a classic self-service situation, including:
The Eight Characteristics of Highly Effective Intelligent Assistants
How a Smart UI supports a delightful UX
Making your investment in CRM, Analytics and Knowledge Management support AI
Ravi Nimmagada, finUNO Inc.; Aroon Hingorani, Rathi Financial Services; Dan Miller, Lead Analyst & Founder, Opus Research
FinUno will present how an Intelligent Assistant can help users buy and sell investment products, follow market moves and manage their investment transactions in real-time simply by asking. Through its intuitive interface, the fin1™ platform acts both as a self-servicing tool and as a collaboration platform with financial advisors.
Dan Miller, Opus Research; Shawn Edmunds, ValidSoft; David Harding, ImageWare Systems
No longer are voice biometrics tentatively tested in single channels and measured against purely theoretical equal error rates. In reality, businesses are implementing high performance solutions that easily scale, yet deliver a consistently low friction user experience and strong security across a business.
In this webinar, Dan Miller, lead analyst and founder of Opus Research, joins ValidSoft’s VP for North America, Shawn Edmunds, and Image Ware System’s CTO and VP David Harding to discuss how successful integration of highly optimized voice biometrics has never been easier or more cost effective for your business.
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.
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.
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.
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.
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
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.
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.
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 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.
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.
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.
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
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
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
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.
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
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.
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.