How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center

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IVR Fraud is defined as fraudulent activity or activities leading to fraudulent activity that occurs within an interactive voice response system, or IVR. Employing software capable of leveraging all data in the call lifecycle, even the non-audio data from within an IVR, can help identify: . Millions of calls flow through the IVR, and far fewer of these calls ever reach an agent. Bank fraud Fraud

How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center

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Fraudsters often use Interactive Voice Response (IVR) systems to mine information, which they subsequently leverage to commit fraud at various other touchpoints downstream. One typical example of IVR fraud is referred to as “Man in the Call.” .