Voice biometrics used for call centre fraud prevention

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NICE Systems has launched its Contact Centre Fraud Prevention solution, which tracks fraud patterns and screens all phone interactions for fraud against a watch list of known fraudsters.

According to Aite Group, fraud in the contact centre is on the rise and, while many businesses have recognized the need to protect customer data and secure online transactions, the phone channel has become a target for fraud.

Fraudsters often use social engineering by leveraging information available on social networks, enabling them to manipulate and trick customer service agents who continue to verify caller identity through traditional means.

“Preventing fraud losses and protecting clients’ personal information are essential goals for enterprises and contact centres. Unfortunately, most agents do not have tools to help them identify fraudsters, which puts the enterprise and customers at risk,” said Donna Fluss, President, DMG Consulting LLC.

“Social media represents a goldmine for fraudsters. Almost every person has a digital footprint, which can be mined for nefarious purposes. Every public and private organization needs to equip their agents and other employees with tools and best practices to prevent losses.”

NICE’s Contact Centre Fraud Prevention solution enables businesses to pinpoint fraudulent callers according to their unique voice print by using voice biometrics to automatically cross-reference each call with a suspicious watch list of known fraudsters. The solution uses analytics to identify fraud patterns and social engineering attempts based on speech analytics, emotion detection, talk patterns, and interactions.

For example, shouting at the agent or trying to change an address or phone number could be part of a fraudulent behaviour pattern, and certain keywords may raise a red flag. Telephony and other contextual data, such as IVR events, caller location and ANI matching, also known as caller ID, are also examined to determine potential fraud.

“The contact centre is a prime target for fraudsters and enterprises must be prepared to ensure that this area of their business is as well protected as online transactions. By leveraging our contact centre best practices with our fraud prevention practice, we were able to create an end-to-end solution that offers proactive fraud detection, real-time guidance, and integrated fraud case management,” said Yochai Rozenblat, president of the NICE Enterprise Group. “

We believe that our advanced fraud prevention technology will help businesses boost their reputations, protect their customer base, and significantly reduce fraud losses.”

The solution can be deployed as a standalone contact centre solution or as part of the NICE Actimize enterprise fraud offering.

Author: Jo Robinson

Published On: 16th Jan 2013 - Last modified: 29th Jan 2019
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