Customers have always relied on the convenience of the call center for immediate assistance, but the omni-channel experience is revolutionizing business-consumer interactions. While most organizations today have secured their physical and online channels, they often overlook the “innocent” phone channel. This provides an attractive opportunity for the sophisticated fraudster to mine data and eventually achieve account takeover.

In the past, Social Security numbers and maiden names sufficed as identifiers to maintain security and quickly resolve issues. However, thanks to countless breaches and inexpensive data for purchase, these personal identifiers are essentially void. Next generation call centers must accurately identify legitimate customers and weed out fraudsters — without sacrificing exceptional customer service.