The call center is subject to fraud from bad actors calling in pretending to be someone they aren’t. Call center agents typically rely on knowledge-based authentication (KBA), or something you know, as an extra step of verification. Answers to questions like “What’s your mother’s maiden name?” and “What’s your zip code?” are easily found on social media and other personally identifiable information is for sale on the Dark Web. With just a few pieces of information, a savvy social engineer can beat just about any KBA process.
Fight Call Center Fraud
Stop call center fraud with voice biometrics.
Prevent account takeovers
Account takeover attacks happen in the contact center when someone calls pretending to be a valid customer. An alternative to placing the burden of verification on the agent is using voice biometric call center authentication. Customers go through an easy enrollment process and from then on can be verified by matching their voice to an encrypted voice print. Combining this with voice liveness detection, results in highly accurate caller authentication with no involvement from an agent and minimal customer effort.
Enable frictionless authentication
Voice biometric authentication can also be used to verify an enrolled caller in real-time at the start of their conversation with an agent. This method is not only entirely frictionless for the caller and the agent, but also transparent to a would-be fraudster. It only takes a few seconds, plus customers can be enrolled (with permission) using previous call center recordings.
Contact Centers often rely on Knowledge-based Authentication (KBA), making them an easy target for hackers. Many “secret” questions have answers that are easily found on social media accounts or for sale on the Dark Web.
ID R&D’s award-winning IDVoice product delivers highly accurate text independent and text dependent voice verification using industry-leading matching algorithms. The product features advanced speaker diarization capabilities, making it possible to accurately isolate mutliple speakers (agent and customer) in a single channel.
Introducing IDFraud Contact Center
IDFraud Contact Center offers a low-cost, easy-to-implement solution that help Telcos reduce revenue leakage from new subscriber fraud. The solution combines voice biometrics with capabilities such as speaker diarization to compare the voices of callers opening new accounts against a database of known fraudster voices. It can also catch new fraudsters by comparing the voices of callers opening new accounts against recently opened accounts to identify the same voice being used across multiple identities.
Call Center Authentication Benefits
Interested in learning more?
One of the key success factors in implementing voice biometrics in the call center is cost-effective, reliable, and easy integration to capture the audio stream and match it to the customer record. ID R&D has worked diligently to simplify this complex challenge for call centers. Talk to our experts about how we might help you.