Contact centers are a key target for fraudsters because of the tremendous amount of sensitive information agents have at their fingertips. Fraudsters can obtain personal data for account takeover by knowing how to evade the interactive voice response (IVR), socially engineering a helpful agent, and gaining login credentials to then use to compromise an account. In fact, research shows contact centers are where over 60%1 of fraud starts, which is why organizations are seeking solutions to better control access with stepped up security. Although most consumers appreciate protection, they often get frustrated with lengthy interrogation methods that make them feel like criminals. How should financial institutions approach authentication to deliver a positive customer experience while still protecting against fraud?
Hear the results of the 2023 State of Omnichannel Authentication, an annual survey of organizational leaders conducted by TransUnion™, and learn how it compares to
- Consumers' preferred means of authentication and why it often differs from methods in use by contact centers today
- What caller authentication methods and call flow contribute to a higher net promoter score (NPS)
- Features that are most important to contact center operational leaders when considering new authentication technologies
- The highest priorities for contact center leaders when considering new caller authentication approaches
1. Beating the Bad Guys: Safe and Secure Voice Interaction in the IVR, Aite-Novarica, November 2020
