Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

TRUSTID

OCTOBER 7, 2018

The threat of social engineering casts a wide net, as today’s professional attackers are online, on the phone, and are even standing directly across the counter from bank tellers. Conduct social engineering training to assess your team’s overall risk. The attack is the execution of the plan.

Engineering 50

Engineering Banking Call Center Consulting 50

pindrop

MAY 7, 2020

Access to personal information leads to validating the data with targeted institution’s own customer services tools, mainly through contact center agents directly, or through the automated interactive voice response systems. . The New Fraud Scripts. In “normal” times, a fraudster’s script may have read something like this: .

Scripts 79

Scripts Contact Center Interactive Voice Response Banking 79

pindrop

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. . Customer service agents are easily socially engineered by experienced fraudsters. Monitoring your IVR is an integral step in this process.

Interactive Voice Response 117

Interactive Voice Response Contact Center Call flow Accountability 117

TRUSTID

JANUARY 25, 2018

Bank call centers are also targeted by fraudsters posing as customers calling in to change their account passwords or make financial transactions. Over the past decade, most contact centers have focused on implementing security tools to mitigate online fraud. In recent years, telephone fraud has cost consumers millions.

Banking 49

Banking Contact Center Call Center Engineering 49

pindrop

APRIL 30, 2020

A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage. As a critical customer interface, contact centers have felt the effects directly, regardless of geography and industry. INSIGHT 1: THE EARLY SYMPTOM – BROKERAGES AND CALL VOLUME.

Contact Center 75

Contact Center Banking Government At home agents 75

Customer Service Life

DECEMBER 20, 2023

As I continue to mull over this idea, or perhaps the fantasy of never saying no to a customer, I’ll openly admit that I don’t think preventing contact center agents from saying particular words or phrases stops them from telling a customer we can’t do something for them. Take for example my recent trip to the bank.

Upselling 83

Upselling Contact Center Engineering Banking 83

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. To protect themselves, consumers need to work with the credit monitoring agency and their bank to closely monitor their credit activity for, what some experts believe, the rest of their lives.

Contact Center 50

Contact Center Banking Wireless Call Center 50

TRUSTID

FEBRUARY 1, 2018

Consumers must also rely on financial institutions, card issuers, credit reporting bureaus, and even federal regulators , to help protect their data and improve trust across all customer channels including the internet and contact centers. Contact centers that continue to depend on what the caller knows are believing the great lie.

Banking 48

Banking Contact Center Engineering Personalization 48

TRUSTID

FEBRUARY 1, 2018

Consumers must also rely on financial institutions, card issuers, credit reporting bureaus, and even federal regulators , to help protect their data and improve trust across all customer channels including the internet and contact centers. Contact centers that continue to depend on what the caller knows are believing the great lie.

Banking 48

Banking Contact Center Engineering Personalization 48

pindrop

JULY 6, 2021

Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. From email to bank logins, many companies have employed tools like two-factor verification to make their services more secure. Table of Contents. WHAT IS CALLER AUTHENTICATION?

Contact Center 70

Contact Center Average Handle Time APIs Best practices 70

Interactions

DECEMBER 9, 2022

The sensitive information is then populated into a CRM, payment processing engine, or similar system. In addition to security, agents no longer need to listen to and transcribe customer, card holder data or bank account information. To learn more about how Trustera can protect your contact center, see our overview.

Average Handle Time 118

Average Handle Time Banking Engineering CRM 118

TRUSTID

FEBRUARY 19, 2013

When it comes to providing a trusted customer environment, banks are typically better at resolving problems stemming from non-predictive authentication and fraud than preventing them. Done right, however, it can also have the biggest payback for both the bank and customer. And once the dialog starts, anything goes.

Banking 48

Banking Engineering Contact Center Call Center 48

Call Journey

APRIL 28, 2019

Call Journey, a pioneer of Conversation Analytics, has partnered up with QPC, a leading innovator of contact center solutions. We’ve done some great work with them in the Financial Services, Banking and Insurance space. For more than 20 years, QPC has been at the forefront of contact center innovation.

Contact Center 40

Contact Center Analytics Engineering contact center solutions 40

TRUSTID

NOVEMBER 4, 2018

Advanced telephone scammers can manipulate any phone number to trick individuals into thinking their bank is contacting them. According to the recent Fortune article, “A Convincing, New Phone Phishing Scam Wants Your Banking Secrets. They do this by using any number of Caller ID spoofing technologies available on the Internet.

Call Center 48

Call Center Banking Engineering Contact Center 48

TRUSTID

JANUARY 1, 2013

Even with fraud defenses in place, individuals are still the ones who have to ultimately make banking decisions that could put them at risk. The recent article, “How to Address Security’s Weakest Link,” explores one of the most inherent security vulnerabilities that banks face today — people.

Banking 48

Banking Education Engineering Contact Center 48

Hodusoft

APRIL 17, 2024

In 1982, the former engineer at Bell opened his own company to focus on inventions around auto attendants. It needs the touch of professionals (voice artists and sound engineers) to give your audio messages a professional feel and experience. If you want to know more about our auto attendants, contact us today.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

TRUSTID

AUGUST 30, 2018

Many contact centers have become complacent in the way they verify customers over the telephone channel. While banks know that relying on conventional knowledge-based authentication (KBA) can leave customer accounts vulnerable to social engineering attacks, many continue to take that risk anyway.

Banking 64

Banking call center professionals Engineering Contact Center 64

TRUSTID

JANUARY 22, 2013

Along with providing faster and more convenient ways to bank, financial institutions are constantly challenged with making sure all of their customer channels are protected. One of the points called out in the story is the fact that call center agents are not security experts. It’s a remote channel with a large human factor.

Banking 48

Banking Sales Call Center Contact Center 48

AWS Machine Learning

SEPTEMBER 19, 2022

With SageMaker Processing, you can use a simplified, managed experience on SageMaker to run your data processing workloads, such as feature engineering, data validation, model evaluation, and model interpretation. bank-additional-full-data1.csv. bank-additional-full-data2.csv. bank-additional-full-data3.csv.

Banking 79

Banking Engineering Management Analytics 79

TRUSTID

JUNE 14, 2018

In other words, these personal nuggets are gold to social engineers. The data is collected by fraudsters to build personal profiles they can sell to other criminals, apply for credit cards, or socially engineer banks to takeover customer accounts.

Banking 50

Banking Engineering call center professionals Call Center 50

TRUSTID

MARCH 15, 2018

In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. Social engineers have proven this time and time again. Instead, they are greeted by a friendly voice, who quickly addresses the issue they called about.

Banking 56

Banking Engineering Contact Center Call Center 56

TRUSTID

MARCH 8, 2018

Once they’re able to successfully have another person’s calls forwarded to their device, sensitive SMS-based text messages from the unsuspecting victim’s bank or credit issuer are redirected to a different device controlled by fraudsters. Second, there’s the authentication process that banks use to verify callers.

Banking 54

Banking Engineering Contact Center Accountability 54

TRUSTID

SEPTEMBER 20, 2019

As consumers demand more secure, non-intrusive interactions with their banks, it’s becoming essential for financial institutions to take steps that help ensure their customer channels are protected from fraud and other social engineering scams without adding more complexity to their customer experience.

Banking 84

Banking Accountability Contact Center Engineering 84

TRUSTID

AUGUST 29, 2019

The white paper, “Four Challenges to Phone Channel Authentication,” explores major weaknesses in contact center authentication and the solutions that address these challenges. When it comes to protecting customer accounts and their private information, the top threats facing today’s contact centers include: Spoofed calls.

Call Center 64

Call Center Engineering Contact Center Banking 64

TRUSTID

JANUARY 15, 2013

With fraud against financial institutions on the rise, what will banks be focusing on in the coming year? That’s the question recently posed to Bill Nelson, president and CEO of the Financial Services Information Sharing and Analysis Center (FS-ISAC). We at TRUSTID strongly agree.

Banking 48

Banking Engineering Accountability Contact Center 48

TRUSTID

SEPTEMBER 30, 2018

With mobile fraud on the rise, a new study found that 53 percent of mid-size to large banks say that identity verification is one of their biggest challenges. Plus, by instantly and invisibly authenticating customers pre-call, the banking journey is not interrupted, creating a faster and more frictionless customer experience.

Banking 60

Banking Accountability Engineering Contact Center 60

TRUSTID

NOVEMBER 7, 2019

How does your contact center determine if a call is high risk or low risk? In today’s caller authentication industry, how you measure risk can impact various aspects of your call center operations, including your resources, efficiency, security, profits, and the one area that you cannot afford to lose — customer trust.

Banking 62

Banking Engineering Call Center Contact Center 62

TRUSTID

JULY 7, 2018

For example, a customer places a call to your contact center. You’ve been banking with the financial institution for years. You feel a sense of pride of who you bank with. However, each time you call your bank, you’re treated like a stranger. Does this build trust with your bank? . An operator picks up.

Banking 54

Banking Contact Center Call Center Scripts 54

TRUSTID

DECEMBER 18, 2012

Without it, or worse, relying on unvalidated resources like personal identifiable information (PII) to identify customers, puts every banking transaction at risk. Real two-factor authentication would have made a difference here, on the bank side and prevented some of the financial losses that resulted after PCs were infected.

Banking 48

Banking Engineering Accountability Personalization 48

TRUSTID

MAY 6, 2019

If you are making your customers answer a bunch of knowledge-based security questions every time they call your contact center, you may be hurting your bank-customer relationships and damaging your brand reputation all at the same time. . What hoops do your callers have to jump through before getting their problems resolved?

Banking 68

Banking Call Center Contact Center Engineering 68

TRUSTID

JUNE 13, 2019

The key to spoofing contact centers is to trick authentication systems or agents into believing that you are someone you are not. There are many telephone spoofing tools available that support these efforts, but call centers are getting better at identifying which calls are legitimate and which ones are spoofed.

Accountability 80

Accountability Engineering Call Center Banking 80

TRUSTID

MARCH 8, 2018

Once they’re able to successfully have another person’s calls forwarded to their device, sensitive SMS-based text messages from the unsuspecting victim’s bank or credit issuer are redirected to a different device controlled by fraudsters. Second, there’s the authentication process that banks use to verify callers.

Banking 48

Banking Engineering Contact Center Accountability 48

TRUSTID

MARCH 15, 2018

In a perfect world, when a customer has a question or needs to resolve an issue, they call their bank’s contact center and a live person immediately picks up. Social engineers have proven this time and time again. Instead, they are greeted by a friendly voice, who quickly addresses the issue they called about.

Banking 48

Banking Engineering Contact Center Call Center 48

pindrop

MARCH 4, 2020

Wouldn’t it be great if when you called into your bank, needing to ask one simple question, that you didn’t have to jump through hoops answering questions about your favorite teacher, first pet or name of your best friend? Pindrop exists to help contact centers accurately, easily and securely identify their customers. .

Banking 87

Banking Call Center Engineering Accountability 87

TRUSTID

DECEMBER 21, 2017

Unfortunately, victims typically don’t find out that their account has been compromised until they discover the charges on their monthly bank statements. Once they have the personal or financial data they need, social engineers can use the information to commit a number of different activities across multiple customer channels.

Accountability 48

Accountability Banking Engineering Contact Center 48

TRUSTID

MARCH 1, 2018

As much as contact centers strive to be proactive in securing their telephone environments, many remain stuck in reactive mode. Today’s social engineers are smart, sophisticated and highly innovative. Protecting your telephone channel from fraud and other unwanted attacks is no easy task.

Engineering 50

Engineering Banking Interactive Voice Response Contact Center 50