How to integrate voice authentication into your contact center

In the past two years, enterprise contact centers have experienced an 800% increase in call volume and a 57% rise in fraud attacks. To address these challenges, modern contact centers need to focus on caller authentication and fraud mitigation. However, migrating from on-premise equipment to cloud-based solutions is difficult due to the complexities involved in maintaining call control and accessing media data. Three options for enabling voice authentication in a cloud contact center environment are: 1) building a custom integration in-house, 2) having the CCaaS platform build the integration, or 3) leveraging the carrier's integration capabilities through Bring Your Own Carrier (BYOC). BYOC offers added control, flexibility, and support during migration to the cloud. Integrating voice authentication solutions like Pindrop with a carrier-level integration can improve caller authentication, enhance customer experiences, and mitigate fraud risks in contact centers.

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