Fraudsters are exploiting weaknesses in call center and help desk user authentication processes. Common caller authentication methods are creating inconvenience for legitimate users. Current authentication methods fail in three ways. They are: 1. knowledge-based authentication (KBA) - KBA's are used to authenticate users.2. PINs. 3. Caller ID. The other two ways include PINs and Caller ID to authenticate users- all of which are accessible by criminal. The best security is always layered security. This principle holds true when securing telephony channel. Voice biometrics can catch fraudster voices and put them on a blacklist for future voice comparisons and verifications of callers. Phone printing combined with voice biometrics provides the strongest method for detecting fraudsters. To know more, read Avivah Litan's (vice president and distinguished analyst at Gartner) article at: http://www.itworldcanada.com/blog/preventing-fraud-in-the-call-center-use-voice-biometrics-phone-printing/97217#ixzz3D51sGlc6

This is the 21st century and here everyone expects more from business interactions. Call center analytics is an efficient and quick way to gauge its overall approach to Customer Relationship Management (CRM). Earlier, call recordings were thought to be an approach for analyzing customer demands. But due to its shortcomings like delays in recording and transcribing, has open doors to new methods. Every company seeks for newer methods to differentiate their customer service experience and optimizing it to the fullest level. A recent example is of Amazon Mayday Functionality which promises help from a real person with prior knowledge of functionality and the service is delivered with high quality video experience. With visual demonstrations it is easier to resolve the problems sometimes in matter of seconds. The greatest contribution for this technology is made by WebRTC supported on desktops and even android phones. It has proved itself successful providing the customers with the best they deserve. Read more about this aspect in Ashley Unitt (founder of NewVoiceMedia)'s article link: http://www.mewvoicemedia.com/blog/contace-centre-innovations