Call centers often rely on manual reviews of inbound calls, such as asking knowledge-based authentication questions that can increase call time. While this can vary, we've found call time can be ...

Others reported dissatisfaction with long wait times, answering repetitive questions and ... call centers and how call center leaders plan to use inbound caller authentication to improve fraud ...

Additional key findings include: 92% of fraudsters passed knowledge-based authentication (KBA) questions ... of contact centers across several industries, fraud calls and total call volumes.” ...

Companies need to answer a number of questions. What is the current authentication ... is of course critical to smooth introduction. The voice authentication system will plug into the call center ...

With almost every industry and business having an online presence today – and cybercrime and security breaches ever on the rise – there is an urgent need for reliable authentication and access ...

A key step to improving the customer experience in the phone channel is to first reduce friction resulting from the caller authentication ... they need to fool call center agents into divulging ...

“In call center environment, shaving off a minute and a half ... “The staff likes it because they can help somebody opposed to asking all these [authentication] questions.” While fraud deterrence is a ...

Dynamic Security Questions (DSQ) Interface - A second layer of authentication ... Authentication Center - A single application is used to manage the call authentication policy as well as report ...

Full automation for both inbound and outbound calls is now a reality by leveraging Knowledge IQ, a challenge-question authentication ... s risk-management and call center processes.

Computer scientists have discovered a method of attack that can successfully bypass voice authentication security systems with up to a 99% success rate after only six tries. Computer scientists at ...