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Written by: Mike Yang

1. What are the key challenges of authenticating callers into the call center and IVR channels?
Traditional contact center anti-fraud and authentication methods no longer stand up to the advanced tactics leveraged by today’s criminals. Most contact centers rely on caller ID, a facility that identifies and displays the telephone numbers of incoming calls made to a particular line, but these telephone numbers can be easily spoofed. Contact centers also rely on knowledge-based authentication (KBA), asking questions that only the legitimate consumer can supposedly answer, to identify a caller. KBA has an average failure rate of 10-15%, and this rate can sometimes go as high as 30%. Most of these failures comes from legitimate customers, not criminals. Meanwhile, over 60% of these criminals can successfully answer these questions because of data they’ve already stolen.
2. What are the most effective methods for securing the phone channel?
“We need to reduce our reliance on static data,” says Avivah Litan, VP Distinguished Analyst at Gartner. All of the data compromises from the last few years have resulted in hoards of data being stolen by criminals and put into databases that are being resold to other criminals. Enabling accurate identity assessment in the contact center relies on endpoint-centric measures, which look at the originating call and the originating phone that is making that call in order to assess the legitimacy of the user that’s calling. Litan describes phoneprinting technology combined with voice biometrics as “the strongest method for detecting fraudsters who call into enterprises.”
3. What are call centers most concerned about and how are their needs satisfied?
Contact center and fraud teams have a mutual interest in protecting customers, their data, and the overall security and reputation of an organization. Call center agents aim to provide high levels of productivity and consistent customer satisfaction. Security teams aim to eliminate weak call center authentication processes and reduce dependence on call center agents for screening out fraudsters. Phoneprinting combined with voice biometrics provides user authentication and fraud detection, enabling both contact center and security teams.

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