Tag Archive: Contact Center

AI-powered Voice Biometrics: The Key Weapon in the Fraud War

The Key Weapon in the Fraud War

The Rising Threat of Fraud and Synthetic Voice Attacks Financial and lending institutions of all sizes are facing an unprecedented surge in fraudulent activities. Cybercriminals are leveraging AI-driven synthetic voice attacks, social engineering tactics, and deepfake technology to deceive call center agents and gain unauthorized access to accounts. Traditional authentication methods—such as security questions and […]

Why Knowledge Based Authentication Solutions Are Failing…and What’s Next

Knowledge Based Authentication Solutions

In the past few years, fraudsters have become increasingly sophisticated, bringing new technology and social engineering schemes to bear in their attack on financial accounts. The voice channel in banks and credit union call centers continues to be a target of constant account takeover attempts. One issue that continues to plague banking contact centers is […]

Your Call Center Is Protected with Voice Biometrics. What’s Next?

voice biometrics banking call center

Voice biometrics is most commonly deployed for inbound call center use cases at financial institutions. It’s the first line of defense to address the most immediate and critical threat of fraud. However, it’s not the only place voice authentication can (or should) be used within a banking environment to improve security and user experience.  We […]

Introducing The Risk Rating Feature for Illuma Shield™

Contact Center Fraud Red Flag

Since its initial development, Illuma Shield™ voice authentication has offered a highly secure method for verifying caller identity in banking contact centers. Now, its latest “Risk Rating” feature, which comes along with the 2nd Generation Voice Authentication Engine, offers agents even more peace of mind. This feature presents a visual alert if there is a […]

Exploring Voice Biometrics and Banking Call Centers

biometrics and banking

In an increasingly digital world where users are accustomed to self-service banking through a website or app, banking call centers still play an important role in helping account holders with complex questions or critical transactions. Unfortunately, contact centers are also a prime target for account takeovers. Fraudsters often exploit human agents and the vulnerabilities of […]

What If Banking Call Centers Had Extra Time on Every Call?

banking call centers

Imagine a world where Average Handle Time (AHT) was so well managed that there was EXTRA time available to talk instead of rushing to conclude each call and get on to the next. For banking call centers in this scenario: When the caller experience is streamlined and frictionless, there is less urgency on either side […]

Latest Fraud Trends Hitting the Banking Sector

banking fraud trends

Banking contact centers are a prime target for fraud. According to a report from TransUnion, most account takeovers start in the call center, and the frequency as well as volume of attempts has risen dramatically in the past few years. Seon reports that one out of 5 adults in the U.S. has fallen prey to […]

Enhancing Banking Call Center Fraud Prevention with Voice Biometrics

banking call center fraud prevention

Call center fraud prevention in the financial sector is a multi-layered effort to prevent account takeovers, hacking, and data breaches. Because the contact center involves human interaction, it is a prime target for fraudsters who use methods like social engineering paired with stolen data to try to fake their way into end user accounts. To […]