The post-pandemic world has become a playground for identity thieves who make their living by exploiting security vulnerabilities in businesses. Recent Opus Research survey data reveals emerging security concerns for customer service organizations with a significant increase in Covid-driven fraud activity across channels.

To help withstand the threat of fraudsters, organizations should employ holistic authentication and fraud detection solutions to simultaneously streamline authentication, strengthen security, and free up employees to focus on more-valuable work.

Fraudsters, contact center agents, and fraud investigators each have separate but inter-dependent workflows. The best fraud prevention solutions take them all into account with special attention to agent experience and fraud investigation.

In this free whitepaper (download below), Dan Miller, lead analyst and founder with Opus Research, details how the strongest defense against fraud is in applying both biometrics and AI in ways that build trust between companies and their customers while minimizing burdens on contact center agents and fraud investigators.

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