“Free”: The True Costs of Knowledge Based Authentication Questions?

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. After several minutes […]

Preparing Regional Bank & Credit Union Contact Centers to Cash in on New Waves of Customers

Preparing Regional Bank & Credit Union Contact Centers to Cash in on New Waves of Customers

While the financial fallout from COVID-19 may have sent the US economy into a pandemic-induced hibernation in 2020, Americans woke this Spring to low interest rates, lower unemployment, new stimulus checks, and eventually more widely-accessible vaccinations. This may explain why consumer confidence, borrowing, and spending are trending up. Meanwhile, gains in the stock market are […]

ANI Validation: Fixing The Game of Telephone

It’s helpful to think about the authentication process on a spectrum, where not every customer interaction needs to face the same level of authentication requirements. For less risky interactions, fewer factors of authentication can be appropriate. Higher risk interactions, by contrast, may require more factors to authenticate. For lower-risk interactions (those that may require two […]

Deepfake: The New Fraud Tool on the Block?

Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive. The main machine learning methods used to create deepfakes are based […]

Knowledge-Based Authentication (KBA) is on the Outs, but Remain Useful

There was a point in time where knowledge-based authentication (KBA) questions were an effective form of identification. But that time is gone. It’s likely that more personal information about each and every one of us is available on the web than any time before in history, and the growing amount of cybersecurity incidents each year […]

Things You Can Do to Improve Your Contact Center’s CX

In today’s technology-obsessed world, the way customers communicate with businesses has changed. In addition to the good old phone call, we now also have email, mobile apps, live chat, and social media channels. Still, despite the availability of a variety of communication channels, the phone call still plays a vital role  in customer experience. The […]

How to Make KBA’s Work for Your Contact Center

Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Knowledge-based authentication comes in two flavors: Dynamic knowledge-based authentication is the use of publicly available information to verify identity, where the questions are updated as your public information changes. An example would be “Which of these […]

Colonel Mustard in the Contact Center, with a Cell Phone!

Fans of the board game turned cult classic film Clue, or Cluedo as it is known in other parts of the world, know it is a crime-solving game where participants use clues to determine the suspect, location, and weapon to solve the case that brings back fond memories of tracking down bad guys. In the […]

Account Risk Adds a New Dimension to Fight Fraud

Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can miss a bigger picture of fraud. Knowing whether a caller can be trusted is critical, but what about the account they are trying to access? Has that account been accessed […]