If contact centers are the front door to customer experience, then security and data confidentiality are the keys. And the old ways of confirming customer identification — like asking mother’s maiden name — aren’t cutting it, as one leading UC analyst shared with No Jitter. For its part, Avaya is looking to address these security issues with a newly announced strategic investment in identity platform provider Journey.
Recognized for its approach to security as the winner of the 2021 Best of Enterprise Connect Award, Journey provides an entire-system approach, from the network up and including consumer devices, to address the challenge of confirming a customer’s identification, Dave Michels, principal analyst at TalkingPointz, told No Jitter.
