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Fraud Prevention in the Contact Center

In the Contact Center, Old Fraud Channels Have Become New Again

Since its inception in the 1950s, the contact center has been the cornerstone of company-customer relationships. It’s the keeper of personal customer information, the ambassador of the sales organization and a source of knowledge for marketing efforts. While many customers have a love-hate relationship with contact centers, it’s still the place they turn to when they have a problem. How the contact center responds will dictate whether that customer sticks around or becomes an ex-customer. Essentially, the customer's relationship with the contact center strongly influences the trust in the customer relationship.

Topics: IVR Security Fraud Prevention

How Government Agencies Can Use IVR Analytics to Prevent Fraud

Recently our very own Tim McCurry, Director of IVR Solutions, was featured in WashingtonExec. In his interview, Tim provided fresh insights on how government agencies can use real time IVR analytics to prevent and combat fraud. He provides a sneak peak into the type of new projects his team is working on this year. Check out the full interview

Topics: Industry Insights IVR Security EBT Fraud