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Report

Reducing Fraud Through Advanced IVR Capabilities

78% of decision-makers noted that solving fraud in the IVR is their top call-center initiative.

Security risks are significantly materializing as a result of the pandemic. Tools designed to aid customers can be used to perpetrate fraud across the organization. The study, ‘Reducing Fraud Through Advanced IVR Capabilities’, explores the readiness of enterprises to handle fraud risks (particularly in the IVR) and recommended strategies. This study will explore how some financial institutions are dealing with Pandemic, their contact center challenges, and how fraud is presenting itself as a business shift day to day operations.

As part of the foundation of the commissioned study, Forrester Consulting conducted a survey of 259 decision-makers at financial institutions on behalf of Pindrop. The survey details how organizations are dealing with IVR risks, IVR security, Pandemic related changes to their business, and frauds impact on 2020 so far.

Explore this study to learn more about:

  • Survey results from decision-makers from financial institutions and other industries
  • Details around how they plan to face emerging challenges, security risks, and evolutions in contact center fraud
  • Learn how securing the IVR is important in order to stop contact center fraud
  • Prepare strategies, tools, and best practices to secure the IVR and prevent fraud from spreading to other channels