Best Practice Report

Best Practices: Customer Call Center Authentication

Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction

March 22nd, 2019
Andras Cser, Vice President, Principal Analyst
Andras Cser Vice President, Principal Analyst
Merritt Maxim, VP, Research Director
Merritt Maxim VP, Research Director
With contributors:
Stephanie Balaouras , Benjamin Corey , Andrew Reese

Summary

Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get things done, but it’s still a largely analog avenue riddled with security holes. Improving CCCA security while reducing customer friction and improving customer and agent experiences is a core building block of a successful digital transformation. This report provides CCCA best practices to help security and risk (S&R) pros beef up customer call center (CCC) security.

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