Caller ID Spoofing

Variety is the spice of crime
Variety is the spice of crime

They say variety is the spice of life. For bad actors, it’s becoming the spice of crime.  Unlike traditional ways to defraud banks, today’s criminals have many ways to penetrate a bank’s contact center. Knowing the different ways impostors can fool telephone systems and unsuspecting call center agents is important to spotting and stopping fraud […]

read more Posted on: May 03rd, 2017 by Art Barger
The benefits of invisible caller authentication
The benefits of invisible caller authentication

Social engineers spend much of their time evading fraud detection tools. They hide behind telephone anonymity to remain inconspicuous to contact center verification processes like knowledge-based authentication (KBA). This stealth-like ability is one of the biggest weapons in defrauding financial institutions over the telephone channel. While maintaining a level of ambiguity has proven to be […]

read more Posted on: March 15th, 2017 by Art Barger
Looking for a needle in the haystack?
Looking for a needle in the haystack?

The goal of any social engineer is to avoid detection. Plain and simple. To essentially become a needle in a haystack for any telephone authentication or fraud monitoring system to detect. For bank contact centers that receive thousands of inbound customer calls per day, spotting suspicious or high-risk calls is no small task. Social engineers […]

read more Posted on: February 09th, 2017 by Art Barger
Using location to combat phone fraud
Using location to combat phone fraud

A majority of fraudulent calls do not originate in the country where the attack occurs. While this may not come as a surprise to most people, it does emphasize how important the location credential is for identifying incoming calls. With private personal and financial details in hand, social engineers continue to take advantage of advanced […]

read more Posted on: December 21st, 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
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
Turn caller authentication into actionable business value
Turn caller authentication into actionable business value

Contact centers are ever-changing. We all know this. As new technology pushes the industry forward, financial institutions are doing whatever they can to ensure their telephone channels are protected from evolving threats while improving productivity levels. But, are they keeping up? A new survey conducted by Evolve IP found that contact centers still demand effective […]

read more Posted on: July 21st, 2016 by Art Barger
Are your telephone agents just taking the caller’s word for it?
Are your telephone agents just taking the caller’s word for it?

Trust doesn’t come easy. Nor should it, particularly in the technology age. With so many spoofing services available to alter a caller’s identity, taking somebody’s word for it can put your bank and your customers at risk.  Building and maintaining trust with your banking customers requires a lot more than asking a bunch of basic security […]

read more Posted on: July 13th, 2016 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
Increase your cost savings through automatic authentication
Increase your cost savings through automatic authentication

Is the cost to operate your call center going up? If so, you’re not alone. When it comes to serving and protecting your customers, increasing service demands and more sophisticated phone threats seem to set the tone for many contact center defenses and operating initiatives, not the other way around. Playing catch up to ensure […]

read more Posted on: June 23rd, 2016 by Art Barger
Is your call center a revolving door to fraud?
Is your call center a revolving door to fraud?

If your contact center is not effectively screening each incoming call, the threat to your customer accounts may be bigger then you think. Today, organized fraud rings don’t simply target call centers that lack effective authentication techniques. The days of one-and-done fraud attacks are long gone. Once fraud teams identify customer authentication methods they can […]

read more Posted on: June 15th, 2016 by Art Barger
Put a stop to fraudsters’ data gathering process
Put a stop to fraudsters’ data gathering process

Everything has a process. It’s what we like to call a means to an end. Much like any authentication solution has to process data to identify customers, criminals also have a process for gathering as much information as possible from call center agents before launching their attacks.  In the article, “Call centre fraud: Why financial […]

read more Posted on: May 18th, 2016 by Art Barger
Protect your enterprise against mishandled customer data
Protect your enterprise against mishandled customer data

It’s interesting to me how protective we’ve become with our mobile phones and digital devices. Yet, when it comes to our personal information, we’re too unguarded. What makes our personal possessions more important than our private credentials? Is it the amount of data we feel so connected to? Perhaps it’s the need to access data […]

read more Posted on: May 04th, 2016 by Art Barger
Expanding the life of your enterprise investments
Expanding the life of your enterprise investments

Think you have to overhaul your existing telephone environment to get the operational and security outcomes you desire? While it’s important to update your authentication processes to keep up with changing threats to your contact center, it doesn’t mean you have to completely rebuild your entire enterprise. Over the years, call centers have invested heavily […]

read more Posted on: January 21st, 2016 by Art Barger
The hidden benefits of managing risk
The hidden benefits of managing risk

Most contact centers think that managing risk and other fraud threats is all about keeping the bad guys in check. While there’s value in identifying and stopping every social engineer that has spoofed their Caller ID to circumvent authentication filters, effectively managing fraud and risk provides other significant operational and business benefits, too. When you […]

read more Posted on: January 06th, 2016 by Art Barger
Most of the top 2015 scams involved the telephone
Most of the top 2015 scams involved the telephone

Of the Better Business Bureau’s top ten scams of 2015, it’s no surprise to us that eight are telephone related. When resolving issues, consumers still turn to a live person to get help on an important transaction or make sure a problem has been taken care of. Call it human nature, but many of us […]

read more Posted on: December 23rd, 2015 by Art Barger
Customer authentication should happen before the bank journey begins
Customer authentication should happen before the bank journey begins

How do you improve the caller verification process without disrupting your customer experience? That’s a question contact center managers have been trying to answer for some time now. The truth is, there’s no one set answer. Protecting your telephone channel from fraud is an ongoing challenge, a work in progress, if you will. What we […]

read more Posted on: December 16th, 2015 by Art Barger
Reduce your fraud risks: Educate customers about holiday scams
Reduce your fraud risks: Educate customers about holiday scams

Financial institutions are well aware of the dangers of phone fraud. At this time of the year, contact centers are fully armed to ensure their telephone environments aren’t vulnerable to attacks. But to stop fraud in the phone channel, banks must help prevent threats beyond the enterprise level. Why? The information that scammers obtain from […]

read more Posted on: December 02nd, 2015 by Art Barger
Removing friction from your telephone banking experience
Removing friction from your telephone banking experience

The key to a great customer experience often comes down to frictionless authentication. Because customers would prefer to skip annoying telephone security questions, and knowledge-based authentication (KBA) continues to be an ongoing pain point for contact centers, a call that isn’t interrupted by a bunch of challenge questions or an intrusive authentication process is critical […]

read more Posted on: October 29th, 2015 by Art Barger
Is your call center the weakest link?
Is your call center the weakest link?

Does your business handle credit card transactions? Do you sell quality, hot-ticket products that everyone wants? If you’ve answered yes to one or both of these questions, your call center may be a target of telephone fraud. When it comes to phone fraud, criminals are all about the money. They’re always looking for a quick […]

read more Posted on: June 25th, 2015 by Art Barger
Porting used to exploit weak authentication protocols
Porting used to exploit weak authentication protocols

Porting is when someone requests the same telephone number when they switch telephone providers. This can be done relatively easy, and apparently without much questioning by telephone companies or mobile carriers. Criminals know this and are now exploiting out-of-band authentication to port owners of unsuspecting landline numbers to their mobile phones. Then, they open Apple […]

read more Posted on: May 14th, 2015 by Art Barger
Stop social engineers before they can speak
Stop social engineers before they can speak

Traditionally referred to as a con, social engineering is the new name of a scam that’s as old as time. It requires no special technology because it’s driven by information that’s used to manipulate a particular situation in favor of the perpetrator. It’s safe to say that relying on information-based security technology to identify someone […]

read more Posted on: April 23rd, 2015 by Art Barger
Is your call center living in the past?
Is your call center living in the past?

In many ways, we’re programmed to believe what we see. I guess you can say it’s in our DNA. The genetic structure of call center authentication is largely built the same way. Trusting visual features such as the Caller ID and ANI to understand who’s on the other end of the line is how contact […]

read more Posted on: April 02nd, 2015 by Art Barger
The three most dangerous words in telephone authentication
The three most dangerous words in telephone authentication

Believe it or not, criminals make investments, too. Like any other sound business practice, they invest their time and money in information that will get them the biggest bang for their buck. That’s because the underground economy is by and large about making money. Their methods, however, are illegal in every way. So, you may […]

read more Posted on: March 12th, 2015 by Art Barger
Ownership: A key driver for authenticating inbound calls
Ownership: A key driver for authenticating inbound calls

Whatever the Caller ID or ANI says on any inbound call to your contact center, how do you know where that call is actually coming from? This is a question all call center managers ponder. Knowing the exact location of the calling device, whether it’s a mobile or landline telephone, can say a lot about […]

read more Posted on: January 29th, 2015 by Art Barger
Customer calls still top the list of inbound communications
Customer calls still top the list of inbound communications

While there’s been a lot of talk about call centers adopting multi-channel communications to assist customers, a recent ContactBabel study showed that telephony traffic represents over 70 percent of all inbound communications to contact centers. And with 99 percent of survey respondents currently using live telephone agents today, ContactBabel predicts that the number of live inbound […]

read more Posted on: January 08th, 2015 by Art Barger
How soon do you identify the level of risk?
How soon do you identify the level of risk?

Interactive voice response (IVR) systems are designed to provide customers with quick and easy service without talking to a company representative. But before a customer can perform a task, they need to first be authenticated. This often means answering a bunch of personal questions. Such telephone interrogations are not only costly and time-consuming for banks […]

read more Posted on: December 11th, 2014 by Art Barger
Labor costs vs. fraud losses: What has a bigger impact on your call center?
Labor costs vs. fraud losses: What has a bigger impact on your call center?

For most contact centers, labor expenses are your highest costs. They have a bigger impact on your business than fraud, itself. The time it takes to identify each caller typically costs your operations more money than the number of fraud attempts your team fights throughout the year. So, when it comes to making your call […]

read more Posted on: December 04th, 2014 by Art Barger
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication
New TRUSTID-Nuance partnership provides call centers best-in-class customer authentication

Most of today’s telephone customer authentication solutions are single-factor methods that cover one form of identification. Whether it’s something the user knows, something the user has or something the user is, working alone to identify customers is risky, and can put your business and customer sensitive data in a compromising position. TRUSTID recently announced that […]

read more Posted on: July 16th, 2014 by Art Barger
Customers want questions answered — not the other way around
Customers want questions answered — not the other way around

How are you authenticating your inbound calls? If you’re still relying on telephone agents to invest a few minutes on each call to identify your customers you’re wasting precious time and putting your bank and customer accounts at risk. Why? Spending any amount of time to determine the authenticity of your inbound calls today eats […]

read more Posted on: July 09th, 2014 by Art Barger
Telephone channel weakest link in bank authentication
Telephone channel weakest link in bank authentication

With new call center scams plaguing financial institutions, today’s banks are challenged with investing in authentication technologies that effectively stop fraud over the telephone channel without disrupting the customer experience. In the article, “New Wave of Call Center Fraud,” a bank in Georgia experienced a series of spoofed Skype calls to its contact center requesting […]

read more Posted on: May 08th, 2014 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
Why banks want to improve their authentication processes

To understand what authentication and customer service issues banks are dealing with, we’re talking to financial institutions all the time. What we’ve learned is banks have been under immense pressure for years to do more with less. Sound familiar? Anyone reading this will understand what I mean. As corporate decision makers, we’re all under the […]

read more Posted on: December 04th, 2013 by Art Barger
Predicting High-Risk Calls Before They Happen

Is it possible to accurately predict whether a caller is going to mislead a call center agent before it actually happens? Can fraudulent activity truly be prevented? The way many financial institutions authenticate customers over the telephone today, the answer is simply no. That’s because they rely on challenge questions to determine whether a caller […]

read more Posted on: October 23rd, 2013 by Art Barger
Consumers, call centers run ongoing risk of phone fraud

Anyone who has a landline or mobile phone is at risk of phone fraud. Any business or financial institution that uses multiple phone lines or a call center for customer service can also run a high risk of being duped by social engineers. I’m not implying that the risk of a business being victimized by […]

read more Posted on: June 26th, 2013 by Art Barger
How much does the call center experience impact business revenues?

Transforming customer care is all about changing mindsets. It’s about figuring out how we can do things better, faster and more cost-efficient, then convincing upper management about the true financial benefits it can provide the organization. While every call center manager knows this, the challenge of actually implementing new ways of doing things can sometimes […]

read more Posted on: June 05th, 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