What's New

Featured image for “Deep Fake and Synthetic Speech: Understanding Threats to Call Centres”
5 mins read
May 2024
Discover the risks posed by synthetic speech and deep fakes to call centres, and learn about the hierarchy of threats to consider when reviewing security measures.
Featured image for “Who’s better at detecting deepfakes, humans or computers? When will Mobile be the key to call centre security? Community News”
6 mins read
October 2023
October’s summary of news, insight and analysis in customer security. Including the latest deepfake detection studies, using mobile phones for call centre security and other community news.
Featured image for “Unlocking Mobile First Security for Modern Call Centre Experiences”
9 mins read
September 2023
Introduction In the 16 years since the iPhone was launched, the smartphone has moved from a handy communications device to the centre of our digital and physical lives. For better or worse, your mobile phone is now the key to
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Make the Business Case

Make the
Case

Really understand the opportunity and value of improved identification and authentication.

With the benefit of our experience and proven models, I can identify and quantify the key business benefits quickly and with confidence.

I ensure that everyone not only understands the  opportunity but also the key considerations and risks in implementing to set you up for success.

Accelerating Delivery

Accelerate
Delivery

Don't waste time starting from a blank sheet of paper,  searching the internet and attending endless vendor webinars.

I've done this many times, so I can help you surface the key requirements quickly, provide an independent market perspective and get the most appropriate vendors in front of you. 

Use my extensive experience, proprietary tools and collaborative approach to solve your key design and implementation challenges.

Make the Business Case

Maximise
Impact

Getting the most out of your investment in improved identification and authentication doesn't have to be difficult.

Maximise customer and colleague adoption to make the most of your investment with our implementation best practices.

And I won't just leave you after implementation. I will build and support the processes that allow you to optimise and sustain solutions for the long term.

Caller Identification and Authentication doesn't have to be painful, expensive and error prone.

Dramatic improvements in the usability, efficiency and security of your call centre security process are possible.

Popular Resources and Thinking

Featured image for “Using Conversational Voice Biometrics in Natural Language IVR”
9 mins read
Advances in Speaker Recognition technology and increasing acceptance of conversational interfaces are allowing organisations to authenticate callers using the short utterances now obtained in natural language and speech driven self service applications, without the overhead of traditional active enrolment processes.
Featured image for “Introducing the Call Centre Security Experience Scorecard”
4 mins read
Our Call Centre Security Experience Scorecard gives you the benefit of our 10 years of experience in just 10 minutes. It helps organisations understand how to improve the usability, efficiency and security of their experience.
Featured image for “Making the Business Case for Voice Biometrics in the Contact Centre”
4 mins read
Nearly all implementations of voice biometrics are driven by promises to make it easier for customers to gain account access, reduce the time spent by front-line agents in authenticating customers, and making sure customers’ personal data and services are secure.