All banking channels need to be prepared for customer impersonators
I’ve often spoke about the many dangers of depending on personally identifiable information (PII) for customer authentication. As we recently learned from the high-profiled credit report celebrity...
View ArticleCall centers warned about Telephony Denial-of-Service (TDoS) attacks
Imagine a call center without the ability to take inbound calls or make outbound calls. That’s the impact that growing Telephony Denial of Service (TDoS) attacks can have on targeted call centers. Sort...
View ArticleAlternative authentication methods needed in today’s call center environment
The need for alternative methods to identify customers over the telephone has been a long time coming. In my opinion, every day that a bank waits to add new authentication solutions into the mix is...
View ArticleAuthenticating caller party numbers shouldn’t be a masquerade ball
The challenge of spotting criminals over the telephone channel often plays out like a game of cat and mouse. Crooks use false information to mask their true identities. After spoofing their caller ID...
View ArticleConsumers, call centers run ongoing risk of phone fraud
Anyone who has a landline or mobile phone is at risk of phone fraud. Any business or financial institution that uses multiple phone lines or a call center for customer service can also run a high risk...
View ArticleWhat a few seconds can save on your call center operations
For many bank contact centers, identifying a caller within 10, 15 or 30 seconds into a conversation is considered a success. Quickly routing a call to the appropriate agent or blocking it once it’s...
View ArticleCall center agents need to be wary of ‘forgetful’ customers
There are many ways today’s criminals can mask their true identities over the telephone. In fact, some would argue the countless number of Caller ID spoofing tools now available give crooks an...
View ArticleReal-time authentication essential for preventing phone fraud
There are many components that go into today’s security solutions to detect fraud over the telephone channel. But none more important than the ability to monitor activity in real-time. Without the...
View ArticleHas caller authentication lost its effectiveness to detect bad actors?
A single piece of personal information is all it takes for crooks to start bombarding financial institution call centers for more financial data to access legitimate bank accounts. That’s according to...
View ArticlePredicting High-Risk Calls Before They Happen
Is it possible to accurately predict whether a caller is going to mislead a call center agent before it actually happens? Can fraudulent activity truly be prevented? The way many financial institutions...
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