A Multichannel Fight Against Fraud

Companies are being forced to fight fraud on new fronts as consumers increasingly crave quick, multichannel access to banks, airlines, healthcare providers, retailers and others. In response, customer service agents, particularly in call centers, have to be readily available, all while protecting sensitive information from would-be bad actors.

As fraudsters continue to increase their efforts to make off with customers’ credentials, many companies have responded by adding new layers of authentication, including passphrases and security questions, to channels like SMS messages and call centers, Kropidlowski said.

Source: PYMNTS July 16, 2018