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Over the last year, fraud cases have risen sharply, with 57% of organisations reporting an increase in fraud attacks in the contact centre and 80% now seeing fraud as a very serious issue.  As a result, identification and verification (IDV) processes have become longer. In fact, research suggests that the IDV process now takes 30% […]

Over the past few years, technology like multi-factor and biometric authentication has become the standard for digital channels. But for contact centres, long-winded IVR menus and cumbersome security questions remain the norm. Unfortunately, this has become a real source of frustration for customers. We spoke with Chris Wade, one of our Product Managers to understand […]