ANI

Security processes should not compromise customer service

For financial organizations that provide a service, what is it that keeps customers coming back? Since a product is not the competitive differentiator, is it speed? Convenience? Exceptional customer service? How about customer trust and confidence? And where does security factor in? For financial institutions, the answer to these questions could very well be all […]

read more Posted on: February 27th, 2013 by Art Barger
Researchers find flaw in two-factor authentication system

The idea behind two-factor authentication is to provide a multi-layered security defense that allows good users to safely access their accounts while preventing criminals from illegally accessing other peoples’ accounts. In theory, this is a sound method that many of today’s financial institutions use to authenticate their customers over various banking channels. Implementing more effective […]

read more Posted on: March 06th, 2013 by Art Barger
How authentication technology helps banks meet customer demands

Meeting today’s banking demands requires financial institutions to increase efficiency, enhance security and provide exceptional customer service. This is no easy task for banks dealing with an increasing number of customer calls and more sophisticated security challenges around every corner. The recent Bank Systems & Technology article, “Security, Efficiency, Service: Communications and the Banking Industry,” […]

read more Posted on: June 12th, 2013 by Art Barger
Creating a culture of trust

We know that every ring, every greeting and every second counts in the overall call center experience. Putting anything else ahead of the customer’s time, their needs and trust will have a significant impact on the customer’s loyalty to your company. And that’s something none of us can afford to lose. When it comes to […]

read more Posted on: June 19th, 2013 by Art Barger
Real-time telephone authentication needed to identify risky in-bound calls

Card-not-present (CNP) fraud and account takeover typically refer to online crimes, but an increasing number of criminals are targeting call centers to perpetrate crimes that are normally associated with the Internet. With financial institutions pouring so much effort and investment in online security strategies, banks really need to consider the same when protecting their call […]

read more Posted on: December 12th, 2012 by Art Barger
Stronger customer authentication only way to mitigate risk of bank fraud

Sitting at the core of every financial transaction is trust. Without it, or worse, relying on  unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. The recent article, “$850 Million Scheme Exploited Facebook: Authentication, Secure Browsing Would Have Reduced Losses,” illustrates just how important customer authentication is. Even […]

read more Posted on: December 19th, 2012 by Art Barger
10 bank fraud lessons of 2012

As much as we’d like to think that remote banking is safe, the reality is threats across all customer channels still exist. If we aren’t ready for them we could find ourselves victims of these often preventable crimes. Persistent criminals proved throughout the year that they aren’t going to stop anytime soon. With new and […]

read more Posted on: December 26th, 2012 by Art Barger
Restoring the trust and usability of Caller ID

Trust, once the very essence of the financial industry, is gone. That’s according to the recent USA Today article, “Remember when trust actually meant something,” which says most of today’s major brands have implicit trust problems. Many are on a spinning treadmill trying to make up for lost customer and public trust. This certainly applies […]

read more Posted on: January 09th, 2013 by Art Barger
Banks continually challenged with securing growing sales channels

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. The problem with offering customers more tools for customers to bank remotely is the ability to successfully secure the growing number of sales channels without impacting the user experience. While […]

read more Posted on: January 23rd, 2013 by Art Barger
Do your customer calls all look the same? They shouldn’t.

Without the ability to verify the Caller ID or ANI, all customer calls can look the same to call center agents. This a risky proposition for any financial institution that handles thousands of customer calls each day. In other words, if all calls appear the same there’s no way to answer some of the key […]

read more Posted on: January 30th, 2013 by Art Barger
How to turn telephone identity interrogations into better customer care

How confident are you that the next time one of your call center agents answers the phone the call will be handled safely and efficiently? If your contact center still relies solely on a host of challenge questions to identify customers over the telephone channel, my guess is your security confidence level falls a few […]

read more Posted on: February 06th, 2013 by Art Barger
How pre-answer authentication protects valuable card information
How pre-answer authentication protects valuable card information

From a fraud standpoint, 2014 has certainly started with a bang. After last year’s high-profile Target data breach, criminals wasted no time ringing in the new year hacking the systems of photo messaging giant, Snapchat, and upscale retailer, Neiman Marcus. Both breaches were revealed earlier this month. While these data breaches exposed private customer information […]

read more Posted on: January 15th, 2014 by Art Barger
Building a stronger brand starts with satisfied customers
Building a stronger brand starts with satisfied customers

This year will mark a dramatic change for call center environments. After years of trying to improve efficiency and lower average call handle times to please customers, many have learned that earning new business and retaining customers is less about how fast you can serve them oppose to how well you serve them. According to […]

read more Posted on: January 29th, 2014 by Art Barger
How valuable is post-call authentication?
How valuable is post-call authentication?

There are a number of post-call authentication solutions in the market today. They are tools that help call centers determine the risk of the call after it has been answered. Once the phone is picked up, customers are either greeted by phone prompts or a live contact center agent, who begins their version of 20 […]

read more Posted on: January 30th, 2014 by Art Barger
In customer authentication, people are the weakest link
In customer authentication, people are the weakest link

To err is human. This adage has held strong through the ages. But today, it’s never been more evident than in call center customer authentication. Today, relying on human beings to determine which calls can be trusted, and which ones should not, is a very risky and unpredictable way for call centers to authenticate customers […]

read more Posted on: February 06th, 2014 by Art Barger
KBA security questions pose a risk to call center operations
KBA security questions pose a risk to call center operations

When it comes to call center security questions, no matter how you slice or dice them, they can still be answered by anyone who has done their homework. We know knowledge-based authentication (KBA) is a method that many financial institutions still use today to identify customers over the telephone channel. The problem with relying on […]

read more Posted on: March 05th, 2014 by Art Barger
Is Caller ID enough to authenticate your banking customers?
Is Caller ID enough to authenticate your banking customers?

When your bank receives a customer email, your authentication team has several identifiers to help determine if the email is trustworthy or not. The sender’s email is typically the first thing we look at to determine who the person is. The name on the email is another indicator of who might be contacting us. The […]

read more Posted on: May 29th, 2014 by Art Barger
Setting the stage for quality customer service
Setting the stage for quality customer service

Conversations can go in many directions. While most of us strive for that perfect customer interaction — where we keep a friendly tone and resolve their issues faster than they expect — the reality with customer service is we often fall short of the customer’s expectation. This doesn’t mean every conversation ends up with the […]

read more Posted on: June 12th, 2014 by Art Barger
Are banks doing enough to curb fraud?
Are banks doing enough to curb fraud?

With more and more customers turning to Internet banking, one of the most concentrated areas of security for financial institutions is the online channel. This focus, however, doesn’t mean their enterprises are foolproof. Despite all the resources and expenses today’s organizations dedicate to protecting their electronic channels, many believe it is still not enough. With […]

read more Posted on: December 18th, 2014 by Art Barger
2015: Isn’t it time you automate your authentication process?
2015: Isn’t it time you automate your authentication process?

With customer service calls on the rise, one of the biggest contact center challenges for 2015 will be reducing call handling and waiting times. Strategies will include investing in multi-channel solutions that allow customers to easily make payments or perform other functions like money transfers by themselves. Automated systems will also help financial institutions reduce […]

read more Posted on: January 01st, 2015 by Art Barger
When is comes to Caller ID, seeing is not always believing
When is comes to Caller ID, seeing is not always believing

For many, seeing is believing. This is why Caller ID has been relied upon for so long. The information displayed on our telephone’s Caller ID screen has been a source we’ve used to see who was calling before we picked up. It helped us make a quick decision on whether or not we wanted to […]

read more Posted on: June 29th, 2016 by Art Barger
Are you spending too much to authenticate callers?
Are you spending too much to authenticate callers?

If your call center agents spend a just few seconds to a minute or more identifying customers over the telephone, you’re likely spending too much to authenticate them. Today, a lengthy verification process can impact your contact center in many ways. Unfortunately, it’s your business profits that can suffer the most. When financial institutions rely […]

read more Posted on: August 03rd, 2016 by Art Barger
Are you putting your customers’ best interest first?
Are you putting your customers’ best interest first?

Each day, banks should set out to earn their customers’ trust. This is not to say that they don’t, but focusing on creating a trustworthy and reliable brand is different than bringing real value to your hardworking customers. Here’s why. Building customer confidence and brand loyalty comes down to how you treat your customers. Utilizing […]

read more Posted on: August 24th, 2016 by Art Barger
VoIP vulnerable to telephony denial of service attacks
VoIP vulnerable to telephony denial of service attacks

Voice over Internet Protocol (VoIP) is one way banks communicate with customers to provide better service at lower costs. But like the denial of service (DoS) attacks that recently shut down websites Twitter and Spotify, VoIP can be vulnerable to similar telephony DoS (TDoS) attacks, which can lead to contact center disruptions and even outages. […]

read more Posted on: October 27th, 2016 by Art Barger
How secure are your verification checkpoints?
How secure are your verification checkpoints?

Validating callers is critical to protecting your customer data. But how secure are your verification checkpoints? If trusting your Caller ID and ANI is how you authenticate callers, you may be undermining the security process that defends your entire enterprise.  One of the leading threats to call centers today is trusting the information on the […]

read more Posted on: April 27th, 2017 by Art Barger