Gartner Research

Don't Let the Contact Center Be Your 'Achilles Heel' of Fraud Prevention

Published: 02 March 2017

ID: G00318825

Analyst(s): Jonathan Care , Tricia Phillips


Neglected in the fight against fraud, contact centers are often the weak link in omnichannel organizations. Security and risk management leaders should invest now in fraud prevention technology and strategies to protect their enterprises from increasingly sophisticated attacks.

Table Of Contents
  • Key Challenges



  • Caller ID Is Dead: Don't Trust That Number Without Phoneprinting
  • Reading Between the Lines: Passive Biometric Voice Recognition
  • Employ Innovations in KBV
  • Implement Cross-Channel Consumer Behavior Analytics
  • Bringing It All Together: Train Your Staff, but Don't Make Them the Fraud Police
    • Summary

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