How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center
JUNE 23, 2020
Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk. . As fraud tactics evolve to adapt to the changing landscape in which businesses are operating, sophisticated technology solutions can help contact centers proactively address fraud. Millions of calls flow through the IVR, and far fewer of these calls ever reach an agent.