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 […]
In the UK, levels of fraud are of such concern that UK Finance considers fraud to be a threat to national security1. Types of fraud such as Authorised Push Payment (APP) fraud are especially pernicious and are continuing to grow. Figures released by UK Finance for the first half of 2021 show that losses attributable […]
Fraudsters are always on the lookout for any type of vulnerability in your bank’s protection.
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 […]
Disruption is the ideal breeding ground for fraud and there can be no greater disruptor of the market than a global pandemic. To find out what organisations can do to protect themselves and their customers from the perils of fraud, we spoke with Ian McGuire, Fraud and Biometrics Specialist at Nuance Communications – a pioneer […]
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.
Financial institutions are at the forefront of tackling financial crime. This is not just about limiting financial losses through fraud, but increasingly about protecting consumers, defending your company’s reputation and stopping organised crime.
Criminals are using increasingly sophisticated techniques and technology to defraud contact centres.