Preventing Fraudsters from Reaching Your Contact Center
Attacks on contact centers increased the last two years, with over 60 percent of fraud cases originating in the call center. The inability to separate legitimate customers from potential fraudsters without requiring agent intervention (e.g., KBA) increases risk, impacts agent productivity, and degrades the customer experience. Improving operational efficiency and customer experience without putting your contact center at risk requires authentication and risk assessment that occurs pre-answer, before the caller ever hears, “Hello.”
Watch this on-demand webinar to learn how to improve contact center efficiency and customer experience, while keeping fraudsters from reaching your IVR and agents:
- Using identity resolution networks to identify otherwise unknown callers/ANIs
- The most common ways criminals make calls and how to recognize them
- Case studies demonstrating the significant ROI benefits of pre-answer authentication and risk assessment
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