Contact center fraud is a major problem that enterprises everywhere are struggling to mitigate. Research shows, for instance, that 30 percent of cross-channel fraud is conducted through social engineering attacks in call centers. This is a method of hacking that involves assuming someone else’s identity in order to convince a live agent into surrendering account information over the phone.
This is especially common in the financial services industry, where sensitive information is often protected through outdated security methods like passwords and security questions.
So, how can you eliminate fraud in your contact center? As explained in a recent video from VoiceVault and its interactive voice response (IVR) partner Enacomm, voice biometric identity verification has emerged as a proven solution that contact centers can use to stop fraudsters dead in their tracks.
How does this verification process work? As an example, Enacomm’s IVR solution, Eva, now uses voice biometrics software to authenticate end users over any type of phone (this includes mobile or landline/VoIP). When an end user dials into a contact center, he or she is greeted by an automated agent who then asks the customer to repeat a series of four numbers. Upon repeating the correct numbers, the caller is allowed to proceed with his or her transaction. If, however, there is a discrepancy, the caller is denied access.
Eva also allows call center representatives communicating with customers via text message to send talkback links—links to a mobile Web browser for authentication—so a call is not always needed. This saves time for the customer.
Are you interested in learning more about how your contact center can use VoiceVault to reduce fraud in your contact center? Click here to go to our section for developers.