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Compared to digital channels the contact centre can often be overlooked, making the contact centre a weak link and critical fraud vulnerability.  Rather than a reliance on cumbersome and ineffective knowledge-based verifications, Gartner advises that “organisations must deploy a layered defence of identity proofing, fraud detection and authentication capabilities, closely coupled with tighter integration into cross-channel […]

I recently wrote an article for Contact-Centres.com discussing my thoughts on how organisations can improve caller authentication and reduce costs by successfully balancing customer satisfaction with fraud prevention. Please find below a summary of my article. Up until a few years ago, many organisations relied on trusting the caller and only asked basic questions, such […]

I recently wrote a guest blog for UK Finance and provided my thoughts on how to create an ecosystem to streamline customer authentication and prevent fraud. Please find below a summary of my blog.  Fraudsters are cunning. By probing different customer channels, they search for weaknesses to gather information and set-up an attack. To minimise […]

We are delighted to announce the partnership with Nuance to enhance security for UK contact centres, fighting fraud and improving call experience for customers.

Fraud cost the UK economy a whopping £190 billion in 2017. Added to this, 61% of fraud involves the contact centre at some stage during the attack.