Opus Research is pleased to announce Voice Biometrics Conference London 2008 -- the industry's only global gathering featuring case studies, in-depth session discussions and independent vendor analysis.
Voice Biometrics Advisory Services
Requirements Synthesis
Enterprises are motivated to strengthen the authentication in their call centers in response to regulatory pressure (FFIEC, HIPAA, etc.), to limit identity theft and fraud losses, or to enhance the convenience and security of phone-based transactions as perceived by their customers. Once the decision to strengthen authentication has been made, the initial challenge becomes converging the business, security and technical requirements into a holistic requirements statement.
Requirement Synthesis
This service evaluates the existing authentication process, identifies known deficiencies, and synthesizes the security, usability, and manageability requirements for stronger authentication from a broad range of stakeholders. These include:
- Business Management (customer service, sales, marketing, etc.)
- Security (IT, risk, fraud, etc.)
- IT (IVR, CSR systems, database, operations, etc.)
Process
The first step is accomplished via key stakeholder interviews, direct service observations, script reviews, call center technology review, document review, and data analysis.
The next step is a consensus-building meeting where the requirements are converged into a single set of cross-functional requirements for stronger authentication, for both automated and agent-handled calls.
Deliverable
The deliverable is the converged requirements document including:
- Top level business requirements
- User experience/ease of use requirements
- Security requirements: both identity protection and IT
- Technology integration requirements
- Operations and management requirements
Requirements Synthesis service typically takes four weeks to complete.
For details regarding options and pricing, please contact:
Pete Headrick
p | 1-415-904-7666
e | pheadrick@opusresearch.net
