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Guide

2023 US Contact Center Decision-Makers’ Guide

This chapter, sponsored by Pindrop, is from the 2023 US Contact Center Decision Maker’s Guide. The strongest security will be present where there is multi-factor authentication around voice biometrics, device authentication, shared information about known fraudsters and customer behavior such as keypress analysis and call patterns. Read this chapter from Contact Babel’s Guide to learn how you can secure your contact center.

  • How identity verification can help reduce fraud
  • What one-time passwords cost contact centers
  • The current level of concern across many different contact center sizes
  • How voice biometrics is being leveraged and how it is benefitting contact centers
  • The benefits of call signaling analysis and “phoneprinting”

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