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Gartner Report: Secure the Contact Centre with Phoneprinting

Fraudsters are becoming increasingly aggressive and sophisticated in how they target businesses. And the contact centre is often the weakest link.

According to a new report by Gartner, contact centres are often overlooked by fraud prevention strategies and technology budgets. The channel is often underprepared for the risk fraudsters pose, which leads to lost revenue, longer call times and unhappy customers.

The report outlines:

  • How traditional authentication methods like Caller ID are inadequate in the face of attackers’ techniques.
  • How call centres can reduce fraud, save money and decrease call times with technologies like Phoneprinting.
  • How biometric voice recognition, behavioural analytics, and further staff training can protect your business from attacks.

To read the findings and see the full list of recommendations, download the free report, Don’t Let the Contact Centre Be Your ‘Achilles Heel’ of Fraud Prevention.

Source: Gartner. “Don’t Let the Contact Center Be Your ‘Achilles Heel’ of Fraud Prevention” by Tricia Phillips, Jonathan Care, Published: 2 March 2017.

 

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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