Apple’s iPhone 5s will be the personal communication device that engaged people in serious discussions around biometrics authentication. However early reactions follow some predictable patterns.
However sceptics point to the security vulnerabilities and long-term reliability issues associated with fingerprint readers that shipped with laptop computers, like IBM ThinkPads as well as mobile phones from the likes of Motorola and LG. Experts have been quick to question how Apple plans to keep biometrics data, perhaps the most personal identifiable information safe from theft.
Touch ID Biometrics
On the other hand, the biometrics fingerprint-based activation feature, called Apple Touch ID, has its boosters as well. The new Siri feature helps it stand out from other smartphones. Those who become the first to own the 5s will discover that biometric activation has real merit. It is much more secure than the four-digit codes used to protect past models.
Like Siri, Touch ID will legitimize an entire service domain – that of biometric authentication. Replacing PINs and passwords can have broad appeal to the general public. The simplicity of activating a device and authenticating is also a winner. As Amazon (and Apple) learned long ago, there is power to “One Click” or “One Touch” completion of a transaction. Adding biometric-based, strong authentication will lead to all sorts of discovery about powerful, highly personalized services that can be offered once a service provider has high confidence that it is in touch with the legitimate owner of a specific iPhone.
Consumer Device Spending To Outstrip that of the Enterprise
Consumers now have much better technology than the enterprises that services them. For the first time in history the rate of innovation and spend on consumer technology is massively outstripping what organizations can keep up with.
Where Enterprises are spending billions – Consumers device spending is in the trillions and the gap is growing.
Most of the CRP (Customer Relationship Processing) is going to move from your enterprise (today) onto the consumers device (soon) Especially for simpler routine tasks such as service complaints, account balances and delivery scheduling, all of which will be able to be completed directly from the device.
The customer device means more functionality at a much lower cost and that means more effective contact with increased value.
Why does it make a difference? – Because its easier and it is a better customer experience!
If you consider that Facebook/Google/Twitter and other social medial and communication giants constantly out spending other communication platforms, (their investment exceeds the cost of every switch that exists) and is growing.
The amount of consumer device spending on new devices is fuelled by the global market on a scale that is unprecedented.
It means bluntly its much, much cheaper and for enterprises, now you are playing on the customers court, with their ball, so they are going to have much more control in the relationship.
Contact PSS NOW to find out how your Contact Center can be ready for the Biometrics revolution