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News : Bank’s Voice Identification Technology Picks Up More Fraud Attempts

#contactcenterworld, @hsbc

London, UK, March 9, 2020 -- More than 17,000 fraudulent calls were picked up last year by a bank’s voice identification system which helps it to weed out criminals from genuine telephone banking customers.

Nearly £400 million of customers’ money was prevented from falling into the hands of criminals, HSBC UK said.

Its VoiceID system identified around double the number of fraudulent phone calls in 2019 compared with the previous year.

The increase in activity being detected is thought to be partly due to a significant number of high-profile third-party data breaches, phishing emails and scam text messages that have taken place over the last couple of years.

These have helped criminals to get their hands on some details about people.

Not one month went by in 2019 with less than 1,000 attempted telephone frauds being identified by HSBC UK’s technology.

The technology continues to be instrumental in the fight against fraud, providing a library of fraudsters’ voice prints to cross check against new incoming callsKerri-Anne Mills, HSBC UK.

VoiceID was introduced by HSBC in 2016 to help its customers securely access their telephone banking, with less emphasis on them needing to remember passwords.


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The system, which customers can opt into, analyses voices by checking more than 100 behavioural and physical vocal traits, including the size and shape of someone’s mouth, how fast they talk and how they emphasise words.

It can even recognise someone’s voice if they have a cold or a sore throat.

After account details are inputted, a customer says the phrase: "My voice is my password," before being given access to their account.

Kerri-Anne Mills, head of contact centre and customer service at HSBC UK, said: "The introduction of VoiceID has not only made it much more convenient for customers accessing their accounts, it has also been instrumental in stopping more attempts at telephone fraud than ever before, protecting customers’ money.

"We are now enrolling around 16,000 customers in VoiceID each week and the technology continues to be instrumental in the fight against fraud, providing a library of fraudsters’ voice prints to cross-check against new incoming calls."

#contactcenterworld, @hsbc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.belfasttelegraph.co.uk


About HSBC:
Company LogoHSBC Holdings plc is a public limited company incorporated in England and Wales in 1990, and headquartered in London since 1993.
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Today's Tip of the Day - Check Your Literature

Read today's tip or listen to it on podcast.

Published: Tuesday, March 10, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.
PH: +1 (346) 444-3555

4.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.
PH: (980) 288-4800

5.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions
PH: +34 952 667 511

6.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)
PH: 7608463385

7.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

8.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
PH: 213-943-2023
 

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