Using automated caller authentication to transform the customer experience

There’s always been this notion that once a process or system is automated, the people who once performed that task will soon be out of a job. While some tools have certainly earned that reputation, when it comes to automating customer authentication over the telephone, it’s not about replacing people. Rather, it’s about proactively detecting […]

read more Posted on: March 13th, 2013 by Art Barger
All banking channels need to be prepared for customer impersonators

I’ve often spoke about the many dangers of depending on personally identifiable information (PII) for customer authentication. As we recently learned from the high-profiled credit report celebrity hacking, relying on accessible personal information such as date of birth, mother’s maiden name and Social Security number can put a company’s customers and corporate data at serious […]

read more Posted on: March 19th, 2013 by Art Barger
Are you relying on outdated authentication tools?

Those of us in the telephone authentication industry can see the shortcomings of the different types of customer identification methods. While this has been evident for some time now, what continues to be an uphill battle is educating financial institutions about the risks of using outdated and ineffective authentication tools to identify customers over the […]

read more Posted on: April 03rd, 2013 by Art Barger
Changing with the times only way to improve call center security, customer service

Financial institutions have long relied on IVR (interactive voice response) systems and contact center agents to authenticate and route callers to the appropriate operator or voice option. While these methods have served call centers well through the years, their reliability and efficiency have waned over time. Much of this is due to more sophisticated social […]

read more Posted on: May 29th, 2013 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
Who holds the key to your banking assets?

Keys have long been the preferred physical devices for unlocking our most important valuables. Whether it is to open safe deposit boxes or simply to get through the front door, having the right key can get you into highly protected areas. On the flip side, you can say keys also play an important role in […]

read more Posted on: December 11th, 2013 by Art Barger
Why customer sensitive data is no longer needed for authentication

To authenticate every customer who calls your contact center, you need something from them. Whether it’s a password or last four digits of their Social Security number, this information helps financial institutions determine the identity of the caller. While this has long been a common practice with banks, using personally identifiable information (PII) to authenticate […]

read more Posted on: January 02nd, 2014 by Art Barger
Snapchat data hack shows why hackers value phone numbers

In recent years, banks and other companies have largely focused on deploying anti-fraud tools to protect their digital assets. With all the attention cyber threats, last week’s Snapchat data breach was reminder of how telephone numbers still provide valuable information for hackers. According to the article, “Why hackers want your phone number,” the Snapchat data […]

read more Posted on: January 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
How sensitive customer data drives up operating costs
How sensitive customer data drives up operating costs

Sensitive customer data is just that — sensitive information. The more it’s moved around, the more vulnerable it becomes. Financial institutions and other organizations that use personally identifiable information (PII) to authenticate customers over the telephone channel must collect, securely store, and even send sensitive customer data to third-party vendors. Having private data moving around […]

read more Posted on: March 26th, 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
Creating the Hallmark of call center phone greetings
Creating the Hallmark of call center phone greetings

In business, first impressions can happen a hundred times over. Sure, there’s the initial impression you must make to win over your customers. From there, maintaining strong customer relations requires a level of service that’s fast, consistent and leaves your customers feeling like they are your top priority. Achieving this over the telephone channel all […]

read more Posted on: May 22nd, 2014 by Art Barger