Fraud & Risk

2019 State of Call Center Authentication

TRUSTID, a Neustar company; Contact Center Week

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TRUSTID, in conjunction with Contact Center Week, surveyed 134 call center leaders and other professionals as part of their annual authentication report. Key results are detailed in this document, centering on account takeover and customer experience as well as pre-answer authentication and multi-factor authentication. A brief appendix and details on survey methodology round out the report.

2019 State of Call Center Authentication

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