| [April 13, 2018] |
 |
TRUSTID Releases 2018 'State of Call Center Authentication' Report
TRUSTID,
the leading provider of pre-answer caller authentication, has released a
new report
on the state of call center authentication, based on a recent survey of
contact center professionals.
The survey suggests that although knowledge-based authentication
continues to dominate, the market appears ready to move in a new
direction, as contact centers are seeking new ways to increase
operational efficiency, improve the customer experience and fight fraud
more effectively.
Key insights from the report include the following:
-
Knowledge-based authentication (KBA) remains the default option.
The overwhelming majority of respondents' contact centers (92 percent)
continue to authenticate their callers by asking about personal
information.
-
There is widespread lack of confidence in KBA. Contact center
leaders understand how easy it is for a caller to impersonate a
customer, and only 10 percent of all respondents felt very confident
in KBA's ability to authenticate callers accurately.
-
There isstrong dissatisfaction with existing authentication
approaches. Overall, 31 percent of respondents said they are
somewhat or very unsatisfied with their current authentication
methods, likely due in large part to KBA's longer agent handle times
and negative effect on the customer experience, as well as the false
sense of security it provides.
-
The market is poised for a new technology adoption cycle. Awareness
of other authentication options is growing, and more than half of
survey respondents indicated that they are somewhat or very familiar
with voice biometrics and pre-answer phone call analysis.
-
Customer adoption and use is critical for a new technology to
thrive. Respondents ranked "quick and easy customer enrollment" as
the most important criterion for emerging authentication technologies.
-
There is a strong preference to complete authentication before
agent engagement, either before the call is answered or during use
of the interactive voice response system.
-
To implement multifactor authentication, respondents will add and
improve, not rip and replace. Despite the respondents'
dissatisfaction with KBA, a significant number (36 percent) plan to
supplement KBA with one new technology to create a two-factor solution.
The report is based on the responses of 127 contact center
professionals, most of whom work in either customer experience or
operations. Sixty percent of these respondents represent industries
(financial services, e-commerce and telecommunications) with mature
authentication practices, and 90 percent consider authentication either
very important or somewhat important to their customers' experience.
To download the full report, click
here.
About TRUSTID
Founded in 2007 in Portland, Oregon, TRUSTID allows customer contact
centers to automatically authenticate callers before their calls are
answered. Using a patented approach that analyzes calls within the
global telephone network, TRUSTID's pre-answer caller authentication
enables companies to significantly reduce customer identity
interrogation and thus decrease contact center costs, improve the
customer experience and focus more fraud-detection resources on true
threats. For more information, visit www.trustid.com.
View source version on businesswire.com: https://www.businesswire.com/news/home/20180413005106/en/
[ Back To TMCnet.com's Homepage ]
|
