Gartner Research

Don’t Let the Contact Center Be Your Fraud Achilles Heel

Published: 18 December 2018

ID: G00368191

Analyst(s): Jonathan Care


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

Table Of Contents
  • Key Challenges


  • Caller ID Is Dead: Don’t Trust That Number


  • Partner With Contact Center Leadership or Third-Party Providers to Implement Fraud Prevention
  • Integrate Multifactor Voice Recognition Capabilities to Enable Detection of Fraudulent Callers and Voice Morphing Across Accounts
  • Deprecate KBV in Favor of More Robust Solutions
  • Integrate Contact Center Phone Systems With a Central Fraud Analytics Tool to Enable Cross-Channel Consumer Behavior Analytics
  • Bring It All Together: Train Your Staff, but Don’t Make Them the Fraud Police
    • Summary

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