In this guide, you will learn
- The key differences between IVR-based and agent-assisted customer authentication
- The pros and cons of IVR authentication and how it impacts contact center efficiency
- How agents authenticate customers and the role of knowledge-based authentication (KBA)
- The differences between active and passive authentication methods
- How voice biometrics enhances security and improves the customer experience
- The role of ANI validation and how it works alongside voice biometrics for fraud prevention
