This Case Study's key takeaways include:

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  1. Reliable spoofing detection enables the reduction of account takeover fraud in contact centers.
  2. 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).
  3. 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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