Fraud teams are hampered by outdated, reactionary strategies like knowledge-based authentication and matching incoming automatic number identifications (ANIs) to the customer’s phone number on file, without using spoofing detection. Fraud teams that focus on single channels–such as the IVR–or on detecting specific transactions are overwhelmed by false alerts. Meanwhile, contact center agents are exposed to social engineering as fraudsters focus on reaching humans to manipulate. Fraud analysts, unable to connect individual cases across channels and back to the actual fraudster, struggle to actually stop fraud at the source.

This panel examines best practices around using biometrics-based solutions for preventing sophisticated contact center attacks. It also discusses the wide range of benefits that can be achieved through biometric fraud prevention, such as reducing false alerts, increasing analyst efficiency, and even improving customer experiences, while highlighting the critical need for organizations to adopt a holistic approach to fraud prevention, instead of relying on point-solutions targeting single channels.