This Case Study's key takeaways include:
- Reliable spoofing detection enables the reduction of account takeover fraud in contact centers.
- Ensuring the incoming telephone number is accurate supports authentication in the interactive voice response (IVR) system and eliminates time-consuming knowledge-based authentication (KBA) questions and one-time passwords (OTPs).
- The customer experience is improved when passive methods are used to authenticate customers, greet customers by name, and respond quickly to their requests.
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