How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center
JUNE 23, 2020
Fraudsters exploit IVRs to surveil accounts and to operationalize their fraud and planning tactics. . Highly trained and organized, professional fraudsters can manipulate even seasoned agents into taking over accounts. Employing software capable of leveraging all data in the call lifecycle, even the non-audio data from within an IVR, can help identify: . At-risk accounts across communication channels. A simplified way to identify at-risk accounts .