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If you’re a global organisation with contact centres spread around the world, fraud prevention can be tricky. That’s because different countries have different regulations and standards when it comes to gathering customer data and managing fraud. In short, that means it’s difficult to come up with a fraud prevention solution to encompass all your contact […]
Whether you’re a bank, a phone provider or a customer service team — every contact centre grapples with the same fundamental problem. How do you ensure the customer you’re talking to is who they say they are? And how do you do that without driving well-meaning, genuine customers mad with endless knowledge-based authentication questions? This […]
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 […]
Proving customers are who they say they are when they reach the call centre has been a challenge ever since companies first started taking inbound calls. In those early days, you depended upon good faith and perhaps a few knowledge-based questions to pass the gatekeeper and access the account. Today, technology has given businesses a […]
Shifting channel trends create new risks for customers The ways in which we engage with our financial providers have changed dramatically in recent years. For some time now, banks have been driving more of their customers into direct contact channels – internet browser, mobile app and telephone – ostensibly to reduce costs. Twenty years of […]
There’s nothing fraudsters love more than disruption and uncertainty. And in the last year, we’ve all had a little bit more disruption and uncertainty than we expected. This is a fertile breeding ground for fraud, and sure enough, fraud cases have risen some 63% over the past year. That means contact centres now have to […]
In 2020, a study found that a total of 76% of banking fraud is committed through internet banking and 13.8% through mobile channels. The third most common type is fraud through the contact centre, at 10.2%. When planning a fraud prevention strategy, banks typically focus on protecting digital banking channels. But what these numbers don’t […]
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