The Call Center Commerce Tracker examines how call centers are using technologies like AI and biometrics for better authentication in call center channels.
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Businesses must ensure that the customer service experiences they are providing are safe and seamless, no matter the channel. Mobile app users may have different authentication preferences than those who call the contact center, for example, which could lead to frictions if companies are not prepared.
That’s why banks, such as TD Bank, are approaching call center security needs with tools like MFA.