Next Caller Case Studies: A Contact Center Spoofing Solution for FIs and Telco Firms

Reliable spoofing detection reduces ATO fraud in contact centers and improves the customer experience.

Boston, June 17, 2020 – Fraudsters often spoof a true customer’s telephone number—in other words, make it appear that a call is coming from the customer’s number rather than the number originating the call—to take advantage of contact centers’ automatic number identification processes. Fraudsters can be much more successful at impersonating a true customer and executing account take over fraud by spoofing the customer’s number, so being able to detect spoofed telephone numbers is an essential element in identifying callers with ill intent.

This Impact Report highlights the experiences of two top 20 U.S. banks and two Fortune 250 telco firms that implemented Next Caller’s VeriCall solution. Based on interviews with executives responsible for contact center customer service and fraud prevention at these firms, it will be of interest to all executives in fraud management and contact centers as well as to vendors that provide contact center services.

This 21-page Impact Report contains eight figures and one table. Clients of Aite Group’s Fraud & AML service can download this report, the corresponding charts, and the Executive Impact Deck.

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