Fraud & Risk

Why Fraudsters Love Your Contact Center's Authentication, and Customers Hate It

Lance Hood -- Neustar; Andras Cser -- Forrester

Presentation

With more than three largescale data breaches occurring each day of 2018, consumers' personal information is widely available for sale on the dark web. Instead of authenticating consumers with PII, a growing number of companies are now linking accounts with customers' calling devices and using behavioral biometrics.

In this presentation, Forrester Research examines key problems inherent with passwords and highlights why biometrics -- especially behavioral biometrics -- are becoming a viable means of authenticating users. Next, "traditional" biometrics are compared and contrasted with behavioral biometrics, after which Forrester provides recommendations and predictions.

Neustar then looks at results from their "State of Call Center Authentication" Survey and showcases research conducted by Forrester on authentication methods and strategies. The deck concludes with an overview of Neustar's approach to authentication, including TRUSTID.

Note that this presentation is also available as a webinar. To view the webinar, click here.

Why Fraudsters Love Your Contact Center's Authentication, and Customers Hate It

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