October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
Customer security processes are about two factors: are you who you say you are, and are you allowed to do what you are trying to do?
Until a few years ago many businesses relied on trust that the caller was who they claimed to be, asking only for a name and address. Today, strong identity verification processes are now seen as critically important and most calls that are not initial enquiries will need to verify a caller’s claimed identity by asking for additional information that only the real customer should know. The increasing focus upon fraud detection, strengthened by the need to comply with regulations, has meant that identity verification continues to become more important year-on-year, yet businesses have been slow to take up alternatives to the traditional challenge/response method.