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Industry Research : TRUSTID Issues 2019 ‘State of Call Center Authentication’ Report

#contactcenterworld, @neustar

TRUSTID, Inc., a Neustar company, released its second annual report on the state of call center authentication, based on a recent survey of contact center professionals. TRUSTID, a provider of caller authentication and fraud prevention solutions for contact centers, commissioned the survey to gain a clearer understanding of how call centers are seeking to fight fraud while preserving the customer experience.

The report suggests that as criminals’ tools and tactics change, call centers are increasingly looking to new technologies that will enable them to quickly and accurately authenticate calls and prevent fraud while ensuring high customer satisfaction.

The report elaborates on the following key insights:

- Call centers are now the vector of choice for criminal attacks, according to 51 percent of respondents from the financial services industry. Because many call centers still rely on knowledge-based authentication (KBA), fraudsters find it easier to social engineer call center agents to take over accounts — using client information stolen via data breaches to correctly answer identity-interrogation questions — than to hack hardened targets online.

- Virtualized calls pose the greatest account takeover threat. Criminals attempting account takeovers are increasingly shifting from call spoofing (32 percent) to virtualization (e.g. computer- or web-based calling services, such as Skype) (40 percent), as virtual calls often sail through spoof-detection systems.

- Customer experience and fraud prevention are expected to improve in tandem. Though dissatisfaction with current methods to authenticate callers rose significantly from 2018 (46 percent "somewhat" or "very" unsatisfied in 2019, compared to 31 percent the previous year), 76 percent of respondents believe it is possible to prevent account takeovers without impairing the customer experience.

- Pre-answer caller authentication emerges as the preferred choice. Respondents recognize that rapid authentication is essential in delivering a positive customer experience, and 54 percent of this year’s respondents want authentication completed before the call is answered, up from 38 percent last year.

- Easy customer enrollment remains call centers’ top requirement for the second year in a row. This year, respondents again ranked "quick and easy customer enrollment" (91 percent) as the most important criterion for new authentication technologies. "Improved fraud detection" (91 percent) and "authentication accuracy" (90 percent) were also clear front-runners.

- The share of respondents planning for true multi-factor authentication has doubled. As stolen personal information continues to enable account takeovers through the phone channel, the share of organizations planning to replace KBA with new technologies to achieve multi-factor authentication – using two or three factors of authentication in concert to confirm a caller’s claimed identity – has increased, from 8 percent in 2018 to 17 percent this year.

The report is based on the responses of 134 contact center managers, customer experience leaders, information technology professionals and fraud managers surveyed in January and February of 2019. The top three industries represented among respondents are financial services (31 percent), technology (17 percent) and health care (11 percent).

#contactcenterworld, @neustar

Posted by Veronica Silva Cusi, news correspondent

About Neustar, Inc.:
Company LogoNeustar, Inc. is a global information services provider driving the connected world forward with responsible identity resolution. As a company built on a foundation of Privacy by Design, Neustar is depended upon by the world’s largest corporations to help grow, guard and guide their businesses with the most complete understanding of how to connect people, places and things. Neustar’s unique, accurate and real-time identity system, continuously corroborated through billions of transactions, empowers critical decisions across our clients’ enterprise needs.
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Today's Tip of the Day - Find The Right Solution

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Published: Monday, March 18, 2019

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2021 Buyers Guide Automation


Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634

Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
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PH: 1+480-435-9390

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Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...

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