Dynamics 365 Contact Center – Use voice biometrics to authenticate for increased security

🚨 The Signal: Dynamics 365 Contact Center will offer voice biometrics for customer authentication, enhancing security and reducing fraud by verifying callers before agent interaction. This improves identity assurance for contact center operations.

The Impact

Dynamics 365 Contact Center customers are affected, with a security risk reduction through enhanced authentication.

• Contact Center customers: Reduced fraud risk via stronger authentication.
• Security teams: Improved identity assurance for customer interactions.
• Fraud analysts: New tools for managing and auditing authentication.
• IT administrators: New configuration for secure customer access.

The Action

1. Review Dynamics 365 Contact Center documentation for voice biometric configuration.
2. Plan for enabling and configuring voice biometrics in Customer Service admin center.
3. Integrate voice enrollment and verification into existing call flows.
4. Define fraud case management and audit processes for voice biometrics.

Domain: M365-Apps · Impact: high · Workload: M365 Apps · Essential Eight: Multi-Factor Authentication · ISM: ISM-0109, ISM-0123, ISM-0140, ISM-0974, ISM-1173, ISM-1228, ISM-1401, ISM-1504, ISM-1505, ISM-1679, ISM-1680, ISM-1681, ISM-1682, ISM-1683, ISM-1815, ISM-1819, ISM-1872, ISM-1873, ISM-1874, ISM-1892, ISM-1893, ISM-1894, ISM-1906, ISM-1907