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The Future of Voice, Fraud, and the Impact to Customer Experience

With physical and online information security always growing stronger and harder to crack, fraudsters gravitate toward the weakest link in your security—your contact center and voice channels. For many years, our annual fraud reports have shown that fraudsters increasingly exploit the phone channel. Fraud rates continue to increase every year, and this year is no different with a continued increase from 2016 (1 in 937 calls) and 2017 (1 in 638 calls), 47%.

In this session, we will dive into this year’s fraud trends and emerging threats such as:

-Fraud rates by industry, highlighting fraud trends in insurance, financial institutions, utilities, healthcare and retail
-The data breaches and omnichannel security gaps that have impacted these trends
-New fraudsters to watch out for like “Policy Marm”, “The Tourist” and “Chicken Little”
-Vectors such as imitation replay attacks and voice modification software
And more!
-
Recorded Apr 17 2019 27 mins
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Presented by
Benjamin Cunningham, Director of Product Marketing
Presentation preview: The Future of Voice, Fraud, and the Impact to Customer Experience

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  • Fixing Call Center Authentication Jun 5 2019 5:00 pm UTC 32 mins
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  • The Future of Voice, Fraud, and the Impact to Customer Experience Recorded: Apr 17 2019 27 mins
    Benjamin Cunningham, Director of Product Marketing
    With physical and online information security always growing stronger and harder to crack, fraudsters gravitate toward the weakest link in your security—your contact center and voice channels. For many years, our annual fraud reports have shown that fraudsters increasingly exploit the phone channel. Fraud rates continue to increase every year, and this year is no different with a continued increase from 2016 (1 in 937 calls) and 2017 (1 in 638 calls), 47%.

    In this session, we will dive into this year’s fraud trends and emerging threats such as:

    -Fraud rates by industry, highlighting fraud trends in insurance, financial institutions, utilities, healthcare and retail
    -The data breaches and omnichannel security gaps that have impacted these trends
    -New fraudsters to watch out for like “Policy Marm”, “The Tourist” and “Chicken Little”
    -Vectors such as imitation replay attacks and voice modification software
    And more!
    -
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Securing voice everywhere
Pindrop® solutions are leading the way to the future of voice by establishing the standard for security, identity, and trust in the call center. Pindrop® solutions help detect fraudsters and authenticate callers, reducing fraud and operational costs, while improving customer experience and protecting brand reputation for some of the world’s premier call centers.

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  • Title: The Future of Voice, Fraud, and the Impact to Customer Experience
  • Live at: Apr 17 2019 4:15 pm
  • Presented by: Benjamin Cunningham, Director of Product Marketing
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