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The UK Contact Centre Decision-Maker’s Guide 2016 Report

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. Today, strong identity verification processes are now seen as critically important. 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-to-year, yet businesses have been slow to take up alternatives to traditional response methods.

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