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.
Insights
Practical insight from implementing voice biometrics and authentication for leading organisations worldwide. 36 articles; start with the stage you are at, or read the latest below.
Latest insight
Market PerspectivesThe Hidden Cost of Agentic AI Callers
Agentic AI callers are already in your contact centre: fraudsters, parasitic bots and shadow agents. The threat taxonomy and a detection-first response.
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33 more articles. Each one opens with what it covers and how long it takes to read.
Or start with the business case- Make The Case
Call Centre Security Language: The Cost of Imprecise Terminology
How call centre security terminology reveals organisational thinking and creates customer vulnerabilities: authentication vs verification vs confirmation.
- Market Perspectives
Voice Biometrics Partner Selection and Migration
Voice biometrics migration guide for Microsoft/Nuance Gatekeeper, Security Suite and Amazon Connect Voice ID users. Partner selection and planning advice.
- Market Perspectives
Navigating Microsoft Voice Biometrics Exit
How to protect your Nuance Gatekeeper investment and turn Microsoft's voice biometrics exit into a strategic opportunity: a practical guide.
- Market Perspectives
What is Microsoft's Voice Biometrics Endgame?
What Microsoft's retreat from Nuance's voice biometrics means for call centre security, and why Security Suite and Gatekeeper users must plan now.
- Maximise Impact
Deep Fake and Synthetic Speech: Threats to Call Centres
Discover the risks synthetic speech and deep fakes pose to call centres, and the hierarchy of threats to consider when reviewing security measures.
- Market Perspectives
Who's better at detecting deepfakes, humans or computers?
October's summary of news, insight and analysis in customer security: the latest deepfake detection studies, mobile phones for call centre security and more.
- Market Perspectives
Unlocking Mobile First Security for Modern Call Centres
Discover how mobile first security replaces outdated call centre authentication with Network Authentication to secure and streamline customer experiences.
- Market Perspectives
Is Apple's new Personal Voice and Live Speech a security risk?
Investigating the security risks from Apple's new Personal Voice feature.
- Market Perspectives
What are the latest deepfake speech tools?
June's summary of news, insight and analysis in customer security. Including the latest deepfake speech tools and changing consumer expectations.
- Market Perspectives
Is the latest attack on Synthetic Speech Detection 99% effective?
Understand the latest research on defeating Synthetic Speech Detection and its implications for Voice Biometrics and Call Centre Security.
Overcoming Challenges and Driving Voice Biometrics Adoption
Discover how industry experts tackle Voice Biometrics adoption and combat deepfake threats in this insightful roundtable discussion.
- Market Perspectives
What are the implications of synthetic speech attacks?
February's summary of news, ideas, insight and analysis in customer security, including synthetic speech attacks on Voice Biometric platforms.
- Market Perspectives
More data breaches, the darknet economy and generative AI
January's summary of news, ideas, insight, and analysis in customer security. Including analysis of the implications of generative AI on Modern Security.
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Security Insights for Voice AI with VUX World
Kane Simms and Matt Smallman discuss Voice AI security including how Voice Biometrics and Network Authentication can be implemented.
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Get Out Of Wrap and Unlock Your Call Centre
Discussing Unlock Your Call Centre on the Get Out of Wrap podcast with Martin Teasdale. We both agreed call centre security could be better.
- Market Perspectives
Unlock Your Call Centre Launch Week
Unlock Your Call Centre is finally available on Amazon. Read about my launch week plans and buy the Kindle Edition for 99p/99c on 30 and 31 March.
- Market Perspectives
Five years and 250 million better conversations later
Reflecting on five (well actually 6 as I can't count) years since starting our journey to one billion better conversations through Voice Biometrics.
- Market Perspectives
Intelligent Authentication and Fraud Prevention Intelliview 2022
Announcing the latest assessment of the customer contact Authentication and Fraud Prevention market, including Voice Biometrics and Network Authentication.
- Market Perspectives
State of Intelligent Authentication and Fraud Prevention 2021
Research on the Authentication and Fraud Prevention plans of large enterprises in North America and Western Europe, including Voice Biometrics adoption.
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Improving the Efficiency of your Call Centre Security Experience
Learn how to improve the Efficiency of your Call Centre Security Experience
- Market Perspectives
Amazon Connect Voice ID launches
Amazon's own Voice Biometric service will be good enough for many end-user organisations and disruptive for the market as a whole.
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Balancing Usability, Efficiency and Security in your Call Centre
Learn how to balance the Usability, Efficiency and Security of your Welcome Experience
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Improving the Security of your Call Centre Security Experience
Learn how to improve the Security of your Call Centre Security Experience using pragmatism, common sense and modern security technologies.
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Improving the Usability of your Call Centre Security Experience
Learn how to improve the Usability of your Call Centre Security Experience
- Market Perspectives
Intelligent Authentication and Fraud Prevention Intelliview 2020
Announcing the latest in-depth assessment of the customer contact Authentication and Fraud Prevention market, including ratings of Voice Biometrics suppliers.
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Using Conversational Voice Biometrics in Natural Language IVR
Organisations can now authenticate callers using the short utterances obtained in natural language IVR, without the overhead of active enrolment.
- Market Perspectives
How Cloud Contact Centres Will Increase Voice Biometrics Adoption
How cloud contact centre platforms such as Twilio and Amazon Connect will dramatically increase the adoption of Voice Biometrics for speaker recognition.
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Voice Biometric Adoption challenges in the Call Centre Industry
The three key challenges to wider Voice Biometric adoption and emerging opportunities to increase significantly in the near future.
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How Voice Biometrics significantly improves Call Centre security
The wide range of effects Voice Biometrics has on imposters, fraudsters and other bad actors attacking the telephone channel, and what it means for you.
- Market Perspectives
What Amazon’s Alexa Voice Profiles Mean for Voice Biometrics
Discover what Amazon's Alexa Voice Profiles might mean Customer Service and Voice Biometrics for Speaker Recognition more broadly.
- Accelerate Delivery
Voice Biometrics Success - It's about people not technology
Many Voice Biometrics services are not reaching their full potential because human factors were not considered during design and implementation.
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Making the Business Case for Voice Biometrics in Contact Centres
Voice biometrics promises easier account access for customers, less agent time spent authenticating them, and more secure personal data and services.