Latest news, blogs, & resources

The COVID-19 pandemic created a perfect storm for scams, with nuisance calls and messages increasing by 27% in just four months at the end of 2020. Through credible caller IDs and threatening messages, fraudsters may claim they’re from HMRC, Amazon, or Test and Trace – all with the intention of stealing information and dupe people out […]

Fraudsters are prepared to exploit any possible vulnerability in your bank’s defences as they strive to take advantage of your customers and obtain funds unlawfully. Not taking this threat seriously has a significant price: UK Finance reports that, in 2020, unauthorised financial losses due to card, remote banking and cheque fraud in the UK totaled […]

One of the most common challenges in the contact centre environment is getting access to real-time validation of the caller’s true identity.  With number spoofing and withheld numbers being more frequent, it’s impossible for most contact centres to reliably say a customer is who they claim to be. This has made it difficult to build […]

In an increasingly globalised world where each generation is more socially aware than the last, mobility and equality are often cited as two of the biggest challenges of our time. We believe it is up to us as business leaders to not only recognise this but find ways to empower young people and provide working […]

With COVID-19 causing disruption on a global scale, organisations face mounting challenges to continue business as usual while finding new ways to securely interact with their customers.  However, fraudsters are launching increasingly advanced attacks against contact centres to take advantage of vulnerabilities caused by this shift. As the gatekeeper between customer and business, contact centre […]

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 […]

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 […]

With the switch-off of one of the UK’s longest-standing and still fully-operational pieces of communications technology on the horizon, we wanted to know the reasons behind the decision and potential impact to organisations across the UK. To get some answers, we spoke to Gareth Long, Proposition Manager at BT and resident expert on all things […]