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[WEBINAR] Protecting the IVR: Part 1 of 3

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Original Date: July 9th, 2020
Jay Hart & Dave Dalebroux

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Learn the ways your contact center is being targeted by professional fraudsters and how you can harden contact center operations to attack.

Led by Pindrop’s Principal Sales Engineer, Jay Hart - our 3-part series on IVR fraud mitigation will walk you through common attacks threatening your contact center IVR and present recommendations, first-hand insights, and an anti-fraud playbook you can use to predict, identify, and mitigate fraud losses to protect your entire enterprise.

This series will focus on the practical implementation of anti-fraud strategies to specifically address fraud originating in the IVR. These live, curated presentations will provide insight, tools, and relevant discussion for contact center fraud and operations professionals concerned with protecting their data in a rapidly changing world. This three-part series will cover:

IVR Fraud 101: What is IVR Fraud In The Contact Center?

July 9th | 1:00 PM - 1:30 PM EST

Part one in our three-part series focuses on how fraud is perpetrated in automated call center systems.  In this first session, we will explore:

  • Key concepts in IVR technology protecting contact centers

  • How IVR systems have become a weak point in contact center security, 

  • How bad guys leverage automated contact center systems to mine account information 

  • How social engineering can happen without ever speaking to a contact center agent.

IVR Fraud 102: Stopping IVR Fraud in The Contact Center

July 16th | 1:00 PM - 1:30 PM EST

Part two in our three-part series focuses on how fraud is perpetrated in automated contact center systems.  In this second session, we will dive into:

  • How contact center technology solutions can be implemented to help mitigate fraud attacks in the IVR 

  • How you can ensure contact center security without compromising your customer’s experience

  • How to identify and leverage risk to enable secure authentication in your contact center

  • How to close the gaps in your contact center defenses

IVR Fraud 103: Optimizing IVR Systems in The Contact Center

July 23rd | 1:00 PM - 1:30 PM EST

Part three in our three-part series focuses on how fraud is perpetrated in automated contact center systems.  In this third and final session, we will examine:

  • How IVR fraud can be a predictor and indicator of existing and future fraudulent activity across channels outside of contact centers

  • What key technologies some of the largest companies and contact centers on earth are leveraging for fraud 

  • How you can use data from various and different attack vectors to shut down fraud in your contact center

Jay Hart
Principal Sales Engineer @ Pindrop

Jay has been in the technology industry for over 25 years working in various roles in sales, professional services, and software engineering. His career has spanned multiple industries including banking and finance, hospitality and travel, retail, public utilities, and government. He has spent the last 15 years as a subject matter expert in speech applications, contact center technologies, and security. He has been with Pindrop since 2013, serving in multiple roles within the organization.

Dave Dalebroux
Principal Sales Engineer @ Pindrop

5 years at Pindrop as a Sales engineer. Prior to Pindrop, Dave spent 9+ years working with contact centers utilizing speech analytics. Dave also has a great deal of experience in working with outsourced contact center agents worldwide.

Our mission is to provide security, identity and trust on every voice interaction

We've Accumulated Resources to Help You Deal With Fraud

Fraud costs don’t start in your finance department. They start in your IVR, online, and occur inside and outside of your contact center. While you are aware of the media reported mega-breaches that plague companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? Read more resources here.

Discover Resources →

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