The 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.
Market Perspectives
Independent market insights, strategic guidance and leadership for the call centre security ecosystem.
Index
22 articles, newest first
What is changing, and who sells it?
Cheapfakes Not Deepfakes: The Real Threat to Your Contact Centre
Cheapfakes use commodity synthetic speech to attack call centres at scale. Why these AI voice threats matter more than sophisticated deepfakes.
Who Will Win The Voice Biometrics Race?
My analysis of how the unexpected voice biometrics race will play out: why there won't be a single winner, and what actually determines success.
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.
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.
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.
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.
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.
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Discover how mobile first security replaces outdated call centre authentication with Network Authentication to secure and streamline customer experiences.
Is Apple's new Personal Voice and Live Speech a security risk?
Investigating the security risks from Apple's new Personal Voice feature.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.