I was fascinated by the recent wide scale coverage by the BBC of the chap that managed to map 12,000 routes through to contact centre call steering menus.
Contact centre specialist assumes responsibility for end-to-end delivery of service around core Avaya, Verint and Nuance customer service platforms.
Insurance provider deploys powerful speech technology to help improve customer experience.
Today's reality is that there's a serious disconnect between financial services firms' security expectations and the customer's practical ability to deliver. Consequently, I think we're pushing ever closer to a position where a whole new security approach is required!
In getting ready for a recent Sabio Voice Biometrics round table event, I spent some time looking at how much of an impact security was having on my own life.
How contact centres can improve security while reducing customer frustration and cutting time agents spend on authentication.
The Customer Contact Association interviewed me recently about the customer contact trends we are watching here at Sabio.