For contact centers, the value and viability of security questions may be ending. Professional fraudsters can successfully answer questions using stolen customer records from growing cyberbreaches; Customers in the online age are unhappy spending the extra 45 seconds. Security questions frustrate customers more than fraudsters. Emerging as the next generation is "passive authentication" - technology that automatically identifies callers by analyzing voice biometric and telephony factors in the background of a call. Passive, multi-factor authentication can recognize a known customer or fraudster seconds into a call, thereby reducing security questions while improving fraud detection.
Forward-looking contact centers in banking have begun using passive authentication to verify customers faster and reduce fraud losses.
In this webcast, authentication and fraud experts from Gartner and Verint Systems discuss passive authentication for the contact center. Gartner Distinguished Analyst, Avivah Litan and Verint System's Vice President and Global Practice Leader of Identity Analytics, Steve Williams, examine how passive, multi-factor authentication using voice biometrics and other predictive analytics can work in the background of a call to verify customers and detect fraudsters.
Viewers will learn:
Industry findings on current state of authentication
New technologies applied to passive, multi-factor authentication
Discussion on impact to agent handle time and fraud detection
Demonstration examples of a passive authentication system
Litan has more than 30 years of experience in the IT industry, with expertise in financial fraud, authentication, access management, identity proofing, identity theft, fraud detection and prevention applications, as well as other areas of information security and risk. She also covers the security related to payment systems and PCI compliance. Before joining Gartner, Litan worked as a director of financial systems at the World Bank. She also worked as a journalist and columnist for the Washington Times.