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          © 2025 NiCE

          The Features that Define the Future of Fraud Prevention in Contact Centers

          by Dan Miller
          June 24, 2020
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          One of the lasting impacts of Covid-19 related “lockdowns” is a fundamental change in the role of contact centers that emphasizes the need both for speedy authentication and stronger methods to combat fraud. At first, there was a rush of activity to cancel travel plans, negotiate new payment terms, investigate home WiFi and streamed entertainment options and other topics that were both complex and personal in nature. Hold times were long; emotions high; agents stressed; exposure to fraud based on “human engineering” acute.

          The opening spike is over. The second wave brings a different mix of topics as individuals use the phone to support their new home-centric lifestyles. Personal financial issues are a constant. Now they are accompanied by queries surrounding the status of an order or timing of a shipment, as well as growing instances of health-related activity ranging from testing sites, insurance coverage and remotely conducted doctor’s appointments. Once again, the topics are highly-personal and the need to establish a trusted link with a service provider is heightened by the fact that criminals have adjusted their plan of attack to the new reality as well.

          Contact center agents at cable companies, banks, airlines, hotel chains, medical groups and retailers join government agencies as targets for illegal access to personal data and account take-over. The pandemic exposed new “attack surfaces” for criminals, but it also gave rise to the implementation of technological solutions that can detect fraudsters in the background, thwart their illegal intents and prevent them from carrying out fraud in the future.

          Contact center solution specialist NiCE offers a Real-Time Authentication (RTA) suite of solutions that conform to Opus Research’s Intelligent Authentication (IAuth) checklist: 

          • Real-time: Continuous vigilance enables companies to detect imposters in real-time, 24 hours a day.
          • Risk-aware: Recognizes the level of risk associated with a user as well as the actions of that user.
          • Adaptive: Employs mechanisms that respond to the latest techniques in the perpetual cat-and-mouse game between companies and imposters.
          • Multifactor: Promotes accuracy by employing any factor necessary to detect an imposter, including “something you know” (like a PIN or password), “something you have,” (like a smartphone or dongle) and “something you are” (voice, face, fingerprint or behavioral biometrics).
          • Multilayered: Involves “step-up procedures” or multiple factors and protocols to discourage false acceptance of imposters or false rejection of legitimate customers.
          • Blacklist: Analyzes inbound calls and their outcomes and identifies frequent callers who are known imposters.
          • Deep Integration: Combines caller authentication and fraud prevention contact center, CRM, Analytics, WFO resources to improve agent efficiency and customer satisfaction without sacrificing security.

          Listen to Opus Research and NiCE interactive webinar as they provide more details about the IAuth checklist, how changing workflows for both agents and customers allows for swift, strong adaptive authentication, and the latest cloud-based technologies for both authentication and fraud-loss prevention. 

          About the Author

          Dan Miller

          Dan Miller has over 25 years experience in marketing, business development and corporate strategy for telecom service providers, computer makers and application software developers. Dan founded Opus Research in 1985 and helped define the Conversational Commerce marketplace by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech leverages Web services, mobility and enterprise software infrastructure. As Director of the New Electronic Media Program at LINK Resources from 1980-1983, he helped define one of the first continuous advisory services in the information industry. He then held management positions at Atari, Warner Communications and Pacific Telesis Group (now part of AT&T). Dan founded Opus Research, Inc. and published Telemedia News & Views, a highly-regarded monthly newsletter regarding developments in voice processing and intelligent network services. He served as Editor-in-Chief of The Kelsey Report, where he also oversaw the launch of advisory services on local online commerce, voice & wireless commerce and global directories. Dan received his BA from Hampshire College and an MBA from Columbia University Graduate School of Business. He is a frequent speaker at industry conferences. He has been quoted in SpeechTek magazine, the Wall Street Journal, Wired.com, CommWeb and elsewhere. He has also provided commentary on CNN and TechTV.

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