How to Make KBA's Work for Your Contact Center
August 17, 2021
Regardless of the authentication needs of any particular call, the use of KBA to satisfy them will result in added time and cost that could be avoided by using Passive authentication methods instead.
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STIR / SHAKEN for Contact Centers
This report discusses how to plan and prepare for the widespread deployment of STIR/SHAKEN, account for known/unknown integration or performance limitations and develop a passive, customer-friendly authentication process.
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Authentication 103: Optimizing Authentication
Part 3 of 3
August 5, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
AI for Identity and Security: A Playbook for Financial leaders
In this report we break down the complexity of the AI ecosystem from an authentication and fraud protection perspective.
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Life Insurance Company - Trailblazing Customer Experience and Protection in Insurance
Since December 2019, the Company realized through Enhanced Authentication $1.2 million in operational cost savings -- more than double the initial goal
DownloadAuthentication 102: Securing Authentication
Part 2 of 3
July 29, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
Authentication 101: The Basics of Call Center Authentication
Part 1 of 3
July 22, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
Knowledge-Based Authentication (KBA) is on the Outs, But Remain Useful
August 1, 2021
It may be premature to fully cancel KBA but necessary to recognize that KBA’s role has been relegated from the featured authentication tool to a complementary method.
Read HereSupercharging the IVR to Win Customers at Small to Medium-Sized Banks
A Handy Guide for Regional Banks and Credit Unions
This report combines the contact center experiences during 2020 with emerging trends to provide the strategies and tactics your business needs to deliver a personalized call experience in the IVR without a massive budget, to avoid KBAs and OTPs that frustrate customers, without compromising security, to act quickly to win customers now, and to recognize early returns from your IVR investment
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