Fraud & Risk

Why Fraudsters Love Your Contact Center's Authentication, and Customers Hate It

Lance Hood and Mitch Young -- Neustar; Andras Cser -- Forrester


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With data breaches sadly now a commonplace occurrence, consumers' personal information is freely available for sale on the dark web. Rather than authenticating users with PII, an increasing number of companies are instead linking accounts with customers' calling devices and leveraging behavioral biometrics.

This Solution Spotlight webinar begins with insights from Forrester Research on problems inherent with passwords and why biometrics -- especially behavioral biometrics -- are becoming a viable means of authenticating users. Next, "traditional" biometrics are compared and contrasted with behavioral biometrics, followed by Forrester's recommendations and predictions.

Neustar then turns to findings from their "State of Call Center Authentication" Survey and discusses research conducted by Forrester on authentication methods and strategies. Neustar concludes with an overview of their approach to authentication, including TRUSTID. The broadcast ends with a brief Q&A period.

Slides from this webinar are available here.