Effectively Meeting the Rising Security Threats to Contact Centers

One of the unfortunate realities of our interconnected world is that cybersecurity and fraud attacks typically increase during periods of national/global crisis. Criminals often prey on society when we are distracted with other public threats. This has certainly been the case during the COVID-19 pandemic. Cybersecurity and caller fraud attacks against Contact Centers are spiking globally, and we will share some alarming examples from the banking & finance, insurance, and healthcare industries.

Adding to the challenge is the historical lack of dedicated security and fraud protection technologies inside contact center phone networks. By now, we all know the problems of knowledge-based authentication. Slow and frustrating for agents and customers, KBA is also ineffective as a security measure. The challenge is finding a suitable alternative. Automated authentication platforms exist, but their prohibitive cost limits their appeal to specific use cases in specific industries. Are there effective ways to provide sound security and fraud protection for your Contact Center?

The answer is a resounding yes, and this session will explore the new opportunity. It will reveal how voice protection solutions can screen inbound calls for network security attacks while verifying and authenticating the trust levels of inbound calls. Security and Authentication Hubs can pair lower-cost data with innovative AI technology to create a more efficient, more scalable form of authentication. It will additionally reveal how to weave frontline authentication into the broader security strategy to meaningfully elevate customer data protection – and resoundingly increase customer trust.