Eighty-eight percent of IT professionals point to a gap when trying to balance customer experience and digital security, according to the 2018 Digital Identity Authentication Index.
The survey, which was commissioned by Equifax, indicates IT professionals are investing more of their budgets to close this gap. However, more survey respondents are investing more heavily on strengthening their collective customer experience.
When survey respondents break down their investments, nearly 10 percent more is allocated toward customer experience improvements versus security.
"More than half of IT professionals use legacy technologies to support their authentication strategies, which is alarming. If IT doesn't prioritize adopting more advanced solutions and processes, they leave their organizations and their customers vulnerable to fraud, which will negatively impact the customer experience," said Ken Allen, senior vice president of global identity and fraud at Equifax. "Customer experience and security can't be an either-or thing for organizations anymore."
Cost, effort and time involved to implement, and staff resources are the top barriers deterring survey respondents from adopting more sophisticated fraud detection and prevention technology. Nevertheless, IT professionals are exploring more advanced methods of ID verification/authentication methods.
While passwords are still the most frequently used ID verification/authentication method by IT professionals surveyed, many are interested in implementing biometrics or federated digital identity. Physical biometrics bested behavioural biometrics, with 64 percent of IT professionals expressing interest in adopting for their organizations. Most felt physical biometrics would be better for the customer experience.
A small group of early adopters (29 percent) already use federated digital identity. Federated digital identity is the result of linking a consumer's digital identity and the attributes, which are stored across multiple, unrelated identity management systems.
"Identity verification through a universal digital identity can solve the customer experience and protection challenges so many organizations face," said Allen. "No more password juggling and frictionless fraud assessment creates a win-win for organizations."
Posted by Veronica Silva Cusi, news correspondent
Equifax is a global information solutions company that uses data, analytics, technology and industry expertise to power organizations and individuals around the world by transforming knowledge into insights that help make more informed business and personal decisions. Headquartered in Atlanta, Ga., Equifax operates or has investments in 24 countries in North America, Central and South America, Europe and the Asia Pacific region. It is a member of Standard & Poor's (S&P) 500® Index, and its common stock is traded on the New York Stock Exchange (NYSE) .
Published: Wednesday, December 19, 2018
|1.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
|2.)||Computer Data Services, LLC|
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.
- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.
Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.
PH: +34 952 667 511
MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system
PH: +1 (888) 256-8312
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.
Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring