In the contact centre, time is money – and every second of time is reduced is money saved for the organisation and a smoother experience for the customer. And for many contact centres, a significant amount of time is being spent authenticating genuine customers who pose no fraud risk. But how do you eliminate questions […]
Since the COVID pandemic first struck, fraud in contact centres has soared. A combination of disruption caused by remote working and economic instability from the pandemic has made contact centres the perfect target for fraudsters everywhere. Figures included in our recent eBook show 57% of organisations have encountered fraud attacks in their contact centres since […]
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.