Attacks on contact centers are as high as ever with the increase in remote and digital servicing, with over 60% of fraud cases originating in the contact center. The social engineering of contact center agents is a perennial concern, given the tremendous amount of sensitive information agents have at their fingertips. Fraudsters also obtain personal data for account takeover by knowing how to evade the interactive voice response and gaining login credentials to then use to compromise an account. At the same time, the focus on customer experience has never been higher. Subjecting safe customers to onerous and time-consuming knowledge-based authentication questions can seriously impact customer satisfaction and operational costs. 

Join this session and learn how pre-answer contact center authentication can improve contact center efficiency and enhance the customer experience by understanding the call risk and optimizing caller treatment accordingly.