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 […]

Disruption is the ideal breeding ground for fraud and there can be no greater disruptor of the market than a global pandemic. Due to COVID, teams are working from home – introducing a new challenge of digital channel management. With a disparate workforce, fraudsters will attempt to exploit the chaos to mine data and socially […]

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.

By securing digital channels, PSD2 aims to make payments safer and increase consumer protection. However, without equivalent security on the telephone channel, contact centres will become more vulnerable and risk frustrating legitimate callers.

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.

Only allowing legitimate customers to access their accounts is essential to prevent fraud. However, authentication using knowledge-based questions is full of issues...