Verifying Customers Faster
Is there a better way to authenticate callers than by asking security questions? Contact centers today find that security questions frustrate customers and don’t stop professional fraudsters armed with stolen data from cyber breaches.
The answer to that question? Yes, there is. In this Gartner and Verint webcast, authentication and fraud experts from both organizations discuss “passive multi-factor authentication.” Learn how forward-looking contact centers are using passive authentication technology to verify customers faster and strengthen fraud detection. This technology identifies callers by quietly analyzing voice biometric and telephony factors in the background of a live call.
In this webcast, Gartner’s Avivah Litan, Vice President and Distinguished Analyst, and Verint’s Steve Williams, Vice President and Global Practice Leader of Identity Analytics, examine how passive, multi-factor authentication using voice biometrics and other predictive analytics can work to help verify customers and detect fraudsters.
Avivah and Steve discuss:
- Industry findings on the state of knowledge-based authentication (i.e., security questions), including customer frustration and fraudster success. It has been estimated that 90 percent of fraudulent calls are repeat attacks, suggesting that professional fraudsters are getting through.
- New voice biometrics and telephony analysis technology that can be applied to caller authentication
- How a passive, multi-factor authentication solution can work in the contact center, including the caller enrollment and verification process, as well as integration with the agent environment
- Demonstration examples of a passive authentication system
- Business impact in terms of reducing average handle time (AHT) and fraud losses
- Recommendations on a rollout strategy.
Tune in to see what insights may be in store for your organization.
The post Verifying Customers Faster appeared first on Customer Experience Management Blog.
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