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Pindrop Report Evaluates Top Authentication Trends for Today's Omni-Channel Landscape #contactcenteworld In today's digital world, organizations must balance security with customer experience when it comes to authentication. Creating a simple, frictionless authentication process that crosses channels and upholds a higher level of account security is key to protecting and retaining customers. When evaluating and adjusting authentication strategies, Pindrop researchers find that organizations should focus on these factors: Flexibility: Customer experience is often the first thing to be impacted when security measures are implemented. Password-related problems are the most frustrating obstacles; in fact, 92% of users reportedly just leave a website instead of recovering their account.
According to an Insider Intelligence report, around 123.5 million US adults used voice assistants at least once per month in 2022. By 2026, there is an expected predicted growth of more than 48%. As this trend rises, authentication and fraud detection must take center stage. Organizations need to find ways to balance security with customer experience, but finding a simple, frictionless authentication process that does this and crosses channels is a challenge. Amit Gupta, VP, product - authentication, Pindrop, said: "As organizations adopt the conversational AI and voice assistant technologies, they are hard pressed to balance security with customer experience. Not only that, legacy authentication methods typically don't work for these technologies, and they can impede extracting the most value from these tools. With the advancement in technology for multifactor authentication leveraging biometrics, there are better ways to validate a user's identity without treating them as criminals on every interaction." Ian Mitchell, co-founder, Mission Omega and founder, The Knoble, said: "Many financial services organizations are still struggling with authentication and account takeover. The biggest gaps we see are dated tools and infrastructure as well as an inconsistent application of fraud-fighting procedures and controls across all channels. Modernizing technology and moving away from OTPs is a must for long-term growth and sustainability." #contactcenteworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, March 7, 2023 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |