Services

I combine a collaborative, customer focused and data led methodology with my experience from leading and advising the world's most successful call centre security implementations.  I will help you move from bright idea to real impact as quickly as possible

To find the most relevant services, select where you are in your Call Centre Security journey and what you most need help with:

Discovery

Services that support you understanding, planning and making the case for improvements in your call centre security processes.

Roadmap Development

Is Your Call Centre Security Keeping Up With Tomorrow’s Challenges?

Navigate the evolving landscape of call centre security with a tailored roadmap. Our service guides you through a phased approach to enhancing security measures, ensuring long-term resilience and compliance.

Call Centre Security Audit

How Are Your Security Measures Impacting Call Centre Efficiency and Usability?

Gain deep insights into how your security processes affect call centre operations. Our specialized audit evaluates the impact on efficiency, usability, and security, offering actionable steps for balanced optimization.

Unlock Your Call Centre

A Proven Way to Upgrade Security, Efficiency and Caller Experience

Our book is a great primer for anyone looking to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line. You will get a unique approach honed through years of experience, to will help you identify the ideal solution for your organisation, make the case for change and implement it successfully.

Modern Security Community

Looking for best practice and advice from other practioners?

Join our community of practitioners working to improve their organisation's identification, authentication and fraud prevention processes. We come together to share experiences in a safe environment, identify best practices and promote the application of modern security.

Delivery

Services that support you in implementing improvements and new technologies for your call centre.

Business Process & Operating Model Design

How will you maintain and optimise your new security platform.

How you support and maintain your solution determines long-term success. With our targeted business process and operating model design services, we align your organizational practices to sustain and optimize your voice biometrics initiatives. Benefit from our expert insights to ensure smooth operations, scalability, and maximum ROI, tailored specifically for your unique operational environment.

Training Design and Delivery

How do you get the most out of your frontline teams?

Having trained and coached thousands of frontline agents, team leaders and managers we can help you develop the optimal training plan and content to make the most of your investment.

Implementation Strategy & Planning

Want to get results quickly but safely?

We'll help you identify the optimal plan to launch your service safely whilst making the most of you investment. Identifying the customer and frontline groups who are likely to deliver the greatest return at the lowest risk whilst building confidence in the service.

Customer Journey Design

Can you maximise customer adoption and meet privacy requirements?

Take advantage of the best practices from more than 25 million enrolments and our experience to tailor your customer registration and authentication journeys. We will help you balance privacy, regulatory, customer experience and efficiency needs to develop the optimal journeys for your customers.

Vendor Quality Assurance

Is Your Vendor's Work Truly Up to the Mark?

Rely on our independent expertise and experience in Voice Biometrics technology to fortify your team. We offer unbiased, monitoring and evaluation of vendor performance, ensuring that your standards for quality and security are met and that you get the business outcomes you need.

Vendor Selection Advisory

Confused About Which Vendor to Choose?

Leverage our deep market insights and RFP expertise to make an informed decision. Our Vendor Selection Advisory helps you pick the right supplier for your unique needs, ensuring quality and cost-effectiveness.

Unlock Your Call Centre

A Proven Way to Upgrade Security, Efficiency and Caller Experience

Our book is a great primer for anyone looking to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line. You will get a unique approach honed through years of experience, to will help you identify the ideal solution for your organisation, make the case for change and implement it successfully.

Modern Security Community

Looking for best practice and advice from other practioners?

Join our community of practitioners working to improve their organisation's identification, authentication and fraud prevention processes. We come together to share experiences in a safe environment, identify best practices and promote the application of modern security.

Optimisation and sustainability

Services that help you improve and maintain technologies in your call centre.

Voice Biometrics Healthcheck

Are You Making the Most of Your Investment in Voice Biometrics?

Discover opportunities to enhance the ROI of your Voice Biometrics implementation. Our Healthcheck focuses on identifying opportunities to maximise user enrolment rates driving improvements in business efficiency, security and customer experience.

Voice Biometrics Threat Assessment

Are You Adapting to the Ever-Changing Threat Landscape?

Navigate the fluid risk environment with confidence. Our Threat Assessment identifies vulnerabilities and offers actionable measures to adapt to evolving security challenges.

Migration Planning & Support

Ready to Make a Flawless Switch in Your Voice Biometrics Solutions?

Transitioning your Voice Biometrics systems? Whether you're moving from on-premises to cloud or switching vendors, rely on our specialised expertise for a smooth migration. We offer strategic planning and dedicated support to mitigate risks and ensure uninterrupted service during your transition.

Incident Response & Media Management

Are You Prepared for a Security Breach or Media Crisis?

When time is of the essence, rely on our expertise to guide you through security or media incidents. Our Incident Response & Media Management service helps organizations navigate complex situations, providing immediate actions and long-term solutions to mitigate impact and safeguard reputation.

Unlock Your Call Centre

A Proven Way to Upgrade Security, Efficiency and Caller Experience

Our book is a great primer for anyone looking to replace frustrating questions with real security that dramatically improves caller experience and boosts your bottom line. You will get a unique approach honed through years of experience, to will help you identify the ideal solution for your organisation, make the case for change and implement it successfully.

Modern Security Community

Looking for best practice and advice from other practioners?

Join our community of practitioners working to improve their organisation's identification, authentication and fraud prevention processes. We come together to share experiences in a safe environment, identify best practices and promote the application of modern security.

Solution Providers and Investors

Services that help you improve and maintain technologies in your call centre.

Investor Market Insight

Is Your Investment Strategy Aligned with Market Realities?

Utilise our deep industry knowledge to make informed investment decisions in the call centre technology market. Our Investor Market Insight service provides comprehensive analysis and contextual insights, enabling you to grasp market trends, opportunities, and risks for smarter investment choices.

Modern Security Community

Looking for best practice and advice from other practioners?

Join our community of practitioners working to improve their organisation's identification, authentication and fraud prevention processes. We come together to share experiences in a safe environment, identify best practices and promote the application of modern security.

Collaborative Content Creation

How Well Does Your Strategy Align with User Needs?

Collaborate with us to co-create compelling marketing content that speaks to your audience. With our industry knowledge and your product expertise, we'll develop content strategies and assets that drive engagement and achieve business objectives.

Product Strategy & Development Advisory

How Well Does Your Strategy Align with User Needs?

Draw upon our extensive industry experience and deep understanding of end-user needs to define your product strategy and refine development. Our advisory service helps your team align product offerings with user needs and key business outcomes, fostering sustainable growth.

Strategy Advisory

How Well Does Your Strategy Align with User Needs?

Augment your strategy development with our expert advisory services. We offer invaluable insights into end-user needs and competitive landscapes, empowering your team to make informed decisions for sustainable growth.