Risk of call center fraud increases when unauthenticated callers can access the IVR.
Some fraud-prevention solutions in inbound call centers assess risk while allowing callers to engage with the interactive voice response (IVR) system. Granting non-authenticated callers access to an IVR puts at risk millions of dollars via account takeover fraud and loss of customer lifetime value. At least 40 percent of consumers whose accounts are taken over move some or all of their business to another financial institution following the compromise.
At the heart of all these issues is post-answer authentication: an outdated model that not only increases risk of fraud, but also frustrates customers and drives operational waste. Post-answer authentication prevents agents from resolving calls quickly. Conversely, a trust assessment that completes before inbound callers hear “hello” allows contact centers to provide the experience consumers expect without increasing risk of fraud.
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Announcement
Effective December 1, 2021, Neustar, Inc. ("Neustar") is a TransUnion company. Together with TransUnion, Neustar’s Marketing, Risk, and Communications data-oriented businesses will be enhanced to facilitate global commerce by enabling safer and more personalized online experiences for consumers and businesses.
Neustar’s former security business, Security Services, LLC (“Security Services”), was not a part of the TransUnion acquisition. Effective December 1, 2021, Security Services is officially a Golden Gate Capital and GIC portfolio company (together "Golden Gate Capital"). As a part of Golden Gate Capital, Security Services will continue to accelerate its leadership position in cloud-oriented security solutions.
You may click here to view the official announcement: TransUnion Accelerates Growth of Identity-Based Solutions with Agreement to Acquire Neustar for $3.1 Billion – Neustar and Security Solutions are no longer affiliated companies. For additional information related to Security Solutions information and content within this website, please click here to review our website legal disclosure.
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