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

🚨 The Signal: Dynamics 365 Contact Center will introduce voice biometrics for authentication, enhancing security and streamlining caller verification. This allows multi-factor authentication using voice, OTPs, and knowledge-based challenges, reducing fraud and improving efficiency.

The Impact

Dynamics 365 Contact Center users and administrators are affected by enhanced authentication capabilities, reducing fraud risk.

• Contact Center Agents: Reduced time spent on manual caller verification, improving efficiency.
• Security Teams: New biometric authentication method to integrate into security policies and incident response.
• Fraud Analysts: Centralized tools for defining, measuring, and auditing customer authentication.
• Customers: Faster, more secure authentication experience when interacting with the contact center.

The Action

1. Review Microsoft documentation on Dynamics 365 Contact Center voice biometrics for public preview details.
2. Plan for integration of voice biometrics into existing authentication policies and procedures.
3. Identify relevant stakeholders (e.g., security, fraud, customer service) for feature evaluation and rollout.
4. Prepare for configuration in Customer Service Admin Center once the feature is generally available.

Domain: M365-Apps · Impact: medium · 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