NICEs Contact Center fraud prevention solution enables businesses to pinpoint fraudulent callers according to their unique voice print by using voice biometrics to automatically cross-reference each call with a suspicious watch list of known fraudsters. The solution also implements NICE Interaction Analytics to identify fraud patterns and social engineering attempts based on speech analytics, emotion detection, talk patterns and interactions. Telephony and other contextual data, such as IVR events, caller location and ANI matching, also known as caller ID, are also examined to determine potential fraud.
The NICE solution guides the agents to appropriately handle high-risk interactions and provides a fraud management solution that prioritises high risk interactions for investigation before transactions are authorized.
The solution leverages the industry proven NICE Actimize Risk Case Manager, which is an investigation and workflow tool used to open an investigation ticket following identification of a fraud attempt, including playback of suspicious interactions. The solution can be deployed as a standalone contact center solution or as part of the NICE Actimize enterprise fraud offering.
According to Aite Group, fraud in the contact center is on the rise and, while many businesses have recognized the need to protect customer data and secure online transactions, the phone channel has become a target for fraud. Datamonitor also estimates that 20 percent of people who are defrauded will leave the institution at which this occurred.
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