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
New

Latest Updates

Cheapfakes Not Deepfakes: The Synthetic Speech Threat You Really Need to Worry About
8 min read 11 Sep 25

Cheapfakes use commodity synthetic speech to attack call centres at scale. Learn why these AI voice threats matter more than sophisticated deepfakes for your security.
Who Will Win The Voice Biometrics Race?
7 min read 13 Aug 25

Following dozens of conversations with organisations and vendors navigating the voice biometrics market, my analysis on how this unexpected race will play out. Why there won't be a single winner, what actually determines success, and why most organisations are missing the real opportunity in this disruption
The Silicon Valley View of Voice Biometrics Misses Call Centre Reality
8 min read 25 Jul 25

Yes, AI can clone voices. No, that doesn't mean abandoning voice biometrics. Why perfect security that excludes legitimate customers isn't security at all - it's abandoned calls and frustrated customers.
Call Centre Security Language: The Hidden Cost of Imprecise Terminology
5 min read 21 Jul 25

How call centre security terminology reveals organisational thinking and creates customer vulnerabilities. Understanding authentication vs verification vs confirmation approaches.
Voice Biometrics Partner Selection and Migration
9 min read 16 Jun 25

Voice biometrics migration guide for Microsoft/Nuance Gatekeeper, Security Suite and Amazon Connect Voice ID users. Expert partner selection and planning advice.
Navigating Microsoft Voice Biometrics Exit
9 min read 22 May 25

Discover how to protect your Nuance Gatekeeper investments and turn Microsoft's inevitable voice biometrics exit into a strategic opportunity. A practical guide for call centre security leaders planning their transition.
What is Microsoft's Voice Biometrics Endgame?
8 min read 15 May 25

Discover what Microsoft's retreat from Nuance's voice biometrics solutions means for call centre security. Uncertain futures for both Security Suite and Gatekeeper, mean that organisations must start planning now to maintain security and customer experience.
Deep Fake and Synthetic Speech: Understanding Threats to Call Centres
5 min read 23 May 24

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.
Customer Attitudes to Security: The Perception and Reality Gap
47 min watch 18 Dec 23

Dive into the CCMA's eye-opening survey on customer attitudes to call centre security. Stephen Yap and Matt Smallman challenge conventional beliefs, revealing the real perceptions and preferences of 1,001 consumers.
About

About Me

MattSmallman-06

My mission is to eliminate frustrating, time-consuming, and pointless security processes from call centres worldwide. With experience as a practitioner, industry analyst, and independent advisor, I bring a unique perspective to call centre security challenges.

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, while leading the Modern Security Community to promote best practices. My implementations have delivered quicker, easier, and more secure experiences for over 250 million customer calls.

Learn More
Services

How I Help

I deliver bespoke consulting engagements to transform call centre security. My services address every stage of your call centre security journey - from building the business case through implementation and optimisation packaged for your unique needs.

Make the Case

Transform your call centre security challenges into compelling business opportunities:

  • Benchmark your current performance against industry peers to identify security gaps and improvement opportunities.
  • Quantify the business value through proven models that calculate ROI across fraud reduction, operational efficiency, and customer experience.
  • Develop practical solution roadmaps and secure buy-in from key stakeholders to move from concept to implementation.
Learn More

Accelerate Delivery

Cut months off your implementation timeline:

  • Fast-track your vendor selection process with independent market analysis and targeted requirements definition.
  • Design optimal customer, agent and automation journey that balance security requirements with operational needs and customer experience.
  • Implement proven delivery approaches that minimise time to value and reduce project risks.
Learn More

Maximise Impact

Drive and sustain measurable results from your call centre security investments:

  • Maintain and strengthen your security posture with up to date threat assessments and vulnerability testing to protect against evolving fraud tactics.
  • Establish performance measurement frameworks to track security improvements and operational benefits.
  • Continously optimise processes and technology to improve security, efficiency, customer experience and adoption.
Learn More
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.

I wrote this practical guide to help organisations implement modern identiification and authentication that improves security while enhancing customer experience and increasing efficiency.

unlock_cover
Learn More
Community

Modern Security Community

We are a practitioner-led community dedicated to improving identification, authentication, and fraud prevention processes in call centres and beyond.

Members gain access to exclusive virtual events, expert insights, regular newsletters, and a confidential environment where experiences and challenges can be openly shared. Our community brings together champions from leading organisations who are implementing modern security solutions that balance protection with customer experience.

Join us to access best practices, stay informed of the latest industry developments, and connect with peers tackling similar challenges. Membership is FREE for employees of organisations evaluating, implementing, or optimising modern security solutions.

Community-Flywheel-2
Learn More