Why Alexa Won’t Replace Call Center Agents (Just Yet)
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).
NEW REPORT: New Tech Fights Call Center Fraud
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.
Call Centers: Batten Down The Account Takeover Hatches
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.
Transaction Monitoring: Bracing For The Aftermath Of The Equifax Breach
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.