Latest news, blogs, & resources

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 […]

Over the last year, the quantity and severity of fraud attacks has vastly accelerated. Disruption and instability, together with an economic recession is creating a perfect storm of chaos that fraudsters everywhere are seeking to capitalise on. For many organisations, secure authentication and fraud prevention are the watchwords of 2021.   But when it comes to […]

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 […]

The PSTN and ISDN networks are being switched-off in 2025. That means you have just a handful of years to make the move to IP before your communication networks are switched off.

Today’s launch is the first step of rolling out our new visual identity, something we’ve been working on for a few months.

We are delighted to announce the partnership with Nuance to enhance security for UK contact centres, fighting fraud and improving call experience for customers.

The Coronavirus pandemic is fundamentally changing how organisations run their operations.