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2023 State of Omnichannel Authentication

Mitigating call center account takeover attacks

Call centers remain a high-trust touchpoint for consumers, and organizations are looking for ways to prevent fraudsters from reaching the IVR or agents without sacrificing operational efficiency of the customer experience. Half of organizations reported call center fraud attacks increased more than 10% in 2022. While 33% of all respondents believed account takeover originates in the call center, that number was nearly double (60%) for financial institutions.

Download our 2023 State of Omnichannel Authentication report to gain a deeper understanding of the fraud risk call centers face, as well as a detailed look at organizations’ call center fraud prevention priorities:

  • Improving customer experiences with seamless pre-answer authentication
  • Mitigating risk by distinguishing between legitimate consumers and fraudsters upfront
  • Reducing operational costs by routing calls based on potential risk 

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