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Rising Consumer Expectations Will Revolutionize Authentication in 2020

What do these forces mean for customer technologies in 2020?

Seamless experiences online are elevating consumers’ expectations for their interactions with brands across every touchpoint, including the contact center. Contact centers want to offer callers an equivalent low- or no-friction experience, but three forces stand in the way:

  1. the rising threat of account takeover
  2. the growing abuse of virtual calling services
  3. the continued degradation of knowledge-based authentication

What do these forces mean for customer technologies in 2020?

These forces threaten contact centers’ security, operational budgets, and ability to meet consumers’ rising expectations. This report explores each force and what organizations can do to protect the consumer experience.

  • Expect more account takeover attempts over the phone
  • Beware of anonymous virtual call services
  • Minimize dependence on knowledge-based authentication
 
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