Beating the Bad Guys: Safe and Secure Voice Interactions in the IVR

Of all the types of fraud, contact-center-enabled fraud is often the most difficult to quantify.

Boston, November 4, 2020Contact centers are often the least-protected delivery channel in FIs and are frequently the source of cross-channel fraud; typically, the fraud manifests as account takeovers. Many fraud executives lack good insight into contact center activity and often have even less insight into IVR activity. Adopting a technology solution that can detect suspicious activity in incoming calls going to agents can help prevent account takeover fraud. Extending protection to the IVR enables FIs to better protect impacted accounts and further reduce fraud losses, and it also reduces the average handling time of calls and improves the customer experience—a huge win-win.

This Impact Brief presents contact center fraud loss trends as well as insights into IVR suspicious activity and technology investment plans. Aite Group conducted research, sponsored by Pindrop, using an online survey from September to October 2020. The data reflects input from 47 financial fraud executives from 29 financial services firms in North America and one in Thailand.

Clients of Aite Group’s Fraud & AML service can download this 10-page Impact Brief. To learn more about the topic covered in this Impact Brief, please contact us at [email protected].

This report mentions Pindrop.

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