Guide

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