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...