If you think PINs or “challenge questions” are the right way to authenticate callers, think again. Customers find these methods cumbersome, while fraudsters find them increasingly simple to defeat.
Fortunately, the solution to this problem lies within the computers, signalling systems, switches and reporting systems that make those very calls possible.
In this eBook, Matt Smallman of SymNex Consulting and Dan Miller of Opus Research will pinpoint the key shortcomings of traditional call centre authentication, discuss how you can more effectively prevent fraud with Network Intelligence, and outline practical steps you can take to get started.
- Traditional call centre security
- Addressing higher risk instances
- Mobile phone ubiquity
- Why you can’t trust ANI for authentication
- Network authentication and fraud detection
- How to get started