Call centers have long struggled with making sure their callers are the customers they claim to be. Passwords, PINs, or “challenge questions” are the overwhelming first choice to when it comes to authentication. But customers find these methods cumbersome, while fraudsters find them increasingly simple to defeat.

Fortunately, the solution to this problem lies within the computers, signaling systems, switches and reporting systems that make those very calls possible. Many businesses now assess risk that an inbound call was fraudulently pretending to be the real customer and can confidently authenticate customers based on network intelligence.

In this eBook (free to download), Matt Smallman, director of SymNex Consulting, and Dan Miller, lead analyst with Opus Research, will pinpoint the key shortcomings of traditional call center authentication, discuss how you can more effectively prevent fraud with network intelligence, and outline practical steps you can take to get started.

For more information and to download this free eBook, please visit the Smartnumbers website.

Categories: White Papers, Intelligent Authentication