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Authentication 101: Authentication Basics

Jay Hart & Dave Dalebroux

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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RESEARCH: THE POST COVID-19 NORMAL WILL MEAN MORE VOICE AND LESS SCREEN

As a researcher at heart, I wanted to understand how different biometric technology would handle the incorporation of a face mask. Given this, Pindrop’s research team decided to test voice recognition technology to see how it will handle the COVID-19 world. What we found suggests the world may need a lot more Alexa and many fewer fingerprint screens and video/face biometric technology, if we want a rapid return to normal.

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PINDROP PULSE FLASH REPORT: FIVE INSIGHTS OF COVID-19 IN THE CONTACT CENTER

Each day brings a new wave of COVID-19 headlines, most of them unsettling. While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy, financial instability and an almost overnight change in consumer behavior.

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