The Power of Passive Authentication in the Contact Center

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Contact centers authenticate customers by asking security questions, also known as knowledge-based authentication. But is there a better solution? Security questions don’t stop professional fraudsters today, who know answers thanks to data breaches and social engineering; And they frustrate customers, who want shorter and easier calls.

In this webcast, authentication and fraud experts from Gartner and Verint Systems discuss passive authentication for the contact center. Gartner Vice President and Distinguished Analyst, Avivah Litan and Verint Systems Vice President and Global Practice Leader of Identity Analytics, Steve Williams, examine how passive, multi-factor authentication using voice biometrics and other predictive analytics can work in the background of a call to verify customers and detect fraudsters. Forward-looking contact centers will learn recommendations and insights on how to reduce security questions while improving security and customer experience.

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