Identity theft is high-profile, and businesses have tightened security. Authentication has become complex, intrusive, and inconvenient for customers, who are expected to remember an increasing array of IDs, passwords, PINs, and other information. Meanwhile, criminals’ methods and the technology they use to steal information have become more sophisticated.
When attempting to compromise customer security, it’s easier for criminals to trick a human in the contact center than bypass online security.
Customer security practices are about determining two factors:
Multi-factor authentication technologies work in unison with agents to provide an effortless, yet more secure, customer experience.
Conversational Self-Service IVRs can allow customers to access even more self-service options. Authentication can be automated prior to speaking with an agent. Then desktop integration informs agents they are free to start the conversation straight away or if additional authentication is required due to potential fraud.
Provide a differentiating customer experience with an effortless, automated voice authentication process.
Minimize agent authentication to decrease handle times. Increase IVR self-service containment and use. Reduce fraud costs.
Validate caller identity with unique voice characteristics rather than unsecure answers.