In 2021, consumers in the US lost more than US$5.8bn due to fraud as both contact centers and their customers were targeted by fraudsters.
In light of the ongoing threats they face, consumers have realized that knowledge-based authentication is no longer up to the job and they are demanding organizations do more to protect their accounts, credentials and data.
The situation places a new and substantial burden on CX leaders, who are now implementing biometric security tools to support their frontline teams, while protecting the business against fraud.
With insight from Experian, Citi Singapore, Mastercard and Econet Wireless, Safe and speedy CX: Better customer protection with biometric authentication explains how voice biometric technology can address these pain points.
Download this report to discover:
• How consumers around the world perceive the use of biometric security tools.
• The monthly AHT and opex reductions that can be achieved with biometric deployments.
• Why knowledge-based authentication is no longer fit for purpose.
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