Fraud & Risk

2020 State of Call Center Authentication

Neustar; Contact Center Week

Survey

Call centers typically use personally identifiable information to verify the identity of callers. With so much consumer data available on the dark web, however, it is increasingly a challenge for contact centers to thwart fraudsters while avoiding adding unnecessary friction for good customers.

In the most recent edition of the State of Call Center Authentication report, Neustar partnered with Contact Center Week to survey 137 leaders from operations, IT, customer service, and other disciplines to assess their awareness and preference for specific authentication technologies, as well as how they balance fraud and customer experience. The document also provides insights on account takeover, knowledge-based authentication, and multi-factor authentication. Neustar closes with four authentication predictions plus a glossary and overview of the methodology used for the survey.

2020 State of Call Center Authentication

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