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2022 State of Omnichannel Authentication Survey

Just one-in-ten consumers give credit to organizations for improving customer experience in the past year, while other consumers fault these same organizations for long wait times for service, answering repetitive questions and experiencing impersonal interactions. These negative experiences are symptoms of legacy authentication approaches, which inconvenience consumers without increasing protection against fraud. Consumers and organizations lost $24 billion to traditional identity fraud in 2021, a 79% increase year-over-year. The 2022 State of Omnichannel Authentication survey shares how organizational leaders across industries apply authentication to improve customer experience and fraud mitigation.

Finding 1: Call center fraud attacks increase — Over half of respondents reported an increase in the frequency of callers attempting to commit fraud, with respondents from financial institutions worrying more about this change.

Finding 2: Authenticate callers before they reach agents — Over two-thirds (70%) of respondents prefer to complete authentication pre-answer or while a caller engages with an interactive voice response (IVR) system.

Finding 3: Frequency of threat activity continues to rise — More than one-in-two respondents reported increasing call center fraud activity coming via call spoofing and call virtualization services.

Finding 4: Widespread plans for multi-factor authentication vary in detail — Most respondents plan to implement multi-factor authentication, either by replacing KBA entirely (35%) or by supplementing it with another authentication approach (22%).

Finding 5: Financial institutions worry less about OTP fraud than other industries — The prospect of fraudsters intercepting OTPs intended to authenticate customers worries 73% of non- financial institution respondents, but far fewer financial institution respondents (44%).

Finding 6: Respondents prioritize fraud detection capabilities — Respondents continue to seek the right balance between detecting fraud risk (very important for 60% of respondents), warning against first-time attacks (59%), reducing false positives (58%) and segmenting inbound callers based on risk signals (57%).

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