Market Perspectives
Silicon Valley Misses the Call Centre Reality of Voice Biometrics
Yes, AI can clone voices. No, that doesn't mean abandoning voice biometrics. Perfect security that excludes legitimate customers isn't security at all.
Matt Smallman, independent adviser
The Call Centre Security Expert
I help organisations improve the usability, efficiency and security of their call centre identification, authentication and fraud prevention processes.
I am an independent expert in the design, delivery and optimisation of modern call centre security technologies like Voice Biometrics, Network Authentication and Fraud Detection.
Quicker, easier and more secure experiences for over 250 million calls, for organisations including
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Where are you on the journey?
I deliver bespoke consulting engagements to transform call centre security, at every stage: from building the business case through implementation and optimisation.
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The calculators model what voice biometrics or network authentication would change in your call flows. They run in your browser; nothing you type is sent anywhere.
Glossary: the terms, defined plainly- Saved each year
- £847,273
- Calls authenticated by voice, with no security questions
- 79% (790,128 calls)
- Shorter calls, on average
- 28 seconds
Source: SymNex voice biometrics calculator, at its default inputs.
The book
Unlock Your Call Centre
A proven way to upgrade security, efficiency and caller experience
If your call centre security relies on questions everyone knows the answers to, or passwords that no one can remember, then your process isn't truly secure, and your customers deserve better.
About Matt
My mission is to eliminate frustrating, time-consuming and pointless security processes from call centres worldwide.
After leading the world's first voice biometrics implementation for call centre authentication in 2012, I founded SymNex Consulting and wrote Unlock Your Call Centre to help organisations bridge the gap between modern security potential and operational reality.
Today, I advise leading organisations across North America and Europe.