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Call Center Authentication 101: The Basics

Origianal Date: May 5, 2020

Authentication 101: Authentication Basics is part one in a three-part series on authentication in the contact center. In this first session, we will explore a few key concepts around authentication: what authentication is, what it means to identify and verify someone, and the basics of multi-factor authentication. We will discuss the pros and cons of the different authentication factors that are recognized in the industry and take a look at the various tools and technologies that are being used for authentication today.

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Jay Hart & Dale Dalebroux