What’s in the Report
- Contact center fraud has grown 60% in the last two years with rising data breaches, ID thefts, account reconnaissance, and now Generative AI.
- Financial institutions continue to see the highest number of fraud attempts, but fraud in the e-commerce sector is growing rapidly.
- Deepfakes are already in contact centers. Fraudsters are testing the waters and learning to scale their attacks.
- The average contact center authentication process has increased from 30 to 46 seconds (+53%) from 2020 to 2023, resulting in higher costs and lower customer satisfaction ratings.
