Alexa can do a lot of things (more than 15,000 of them), but reliably and securely authenticating customers who reach out to call centers may not be one of them just yet. IntraNext CEO Patrick Brown tells Karen Webster why Amazon’s voice assistant isn’t ready for true voice biometrics prime time just yet and, until she is, call center agents can rest easy (at least for a while).
The PYMNTS Call Center Commerce Tracker, powered by IntraNext Systems, serves as a monthly framework for the space, providing coverage of the most recent call center commerce news and trends. The Tracker also includes a provider directory highlighting the key players comprising the call center ecosystem.
The Equifax breach was bad enough — but IntraNext CEO Patrick Brown told Karen Webster that one of the biggest areas of vulnerability the fraudsters are looking to exploit with their newfound data is the call center. Brown explains why — and then offers his thoughts on how technology can equip call center agents with better ways to authenticate consumers and protect their sensitive card data.
Williams, vice president of Engineering at Next Caller, walked PYMNTS’ Karen Webster through some data points illuminating the 21st-century version of “Dialing for Dollars.”
Fraudsters’ methods are always changing. That means, try as they might, banks and financial institutions will never be able to keep all of them at bay. However, Dan McKenzie, Fiserv’s North America director of business development, says keeping fraudsters out isn’t the most important part of protecting customers — it’s catching the bad guys once they’re in, before they make off with customers’ money or sensitive data.
In an interview with Jeannie Sugaoka, senior vice president at Technology Credit Union, who describes the 113 percent spike in fraud that her call center operation has seen over the last year, and what they’re doing to fight back.
Paging Dr. Alexa: How are you feeling? It may not be long before virtual, voice-controlled assistants can tell and answer accordingly. Mattersight VP of Product Andy Traba says the tech’s all there, and it’s just a matter of time before our friendly home bots pick up the decidedly human skill of empathy.