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Why Fraudsters Love Your Contact Center’s Authentication, and Customers Hate It

December 11, 2019 @ 11:00 am - 12:00 pm

Hosted by Neustar & the Merchant Risk Council (MRC)

Virtual/Online – December 11, 2019, 11:00-12 p.m. PST / 2:00-3:00 p.m. EST

Lance Hood, Senior Director of Product Marketing — Neustar

As chip credit cards make retail fraud more difficult, criminals are increasing their attacks on call centers. Meanwhile, contact centers employing knowledge-based authentication make it easier than ever for criminals to socially engineer call center agents and take over customer accounts. Asking more challenge questions is just asking for trouble.

Instead of callers’ personal information — which is freely available on the dark web — contact center leaders need an “unhackable” approach to identify and authenticate callers. Forward-thinking contact centers are finding success using authoritative data that link users’ accounts with their calling devices. The result is better protection for customer accounts and improved customer experience.

Attend this Solution Spotlight webinar to learn:

  1. The latest methods fraudsters are using to attack contact centers
  2. Why existing call center authentication practices may be problematic for security and the customer experience
  3. Why ownership-factor authentication has proven to be a more secure and customer-centric model for call center fraud prevention


December 11, 2019
11:00 am - 12:00 pm