How Contact Centers are Adapting to New Threats and Challenges

Opus Research recently surveyed executives to assess how they expect biometrics, and artificial intelligence and passive authentication to support .. Read more intelligent authentication and fraud detection. Derek Top and Dan Miller will present results and provide insights into changes in customer preferences (digital and omnichannel), agent work location (in the office or at home), and contact center architecture (cloud first) that are shaping purchase and implementation plans.