Phone fraud is a costly issue for banks and credit unions. Pretending to be an employee, fraudsters contact victims under the premise their account has been breached. They may even spoof the bank’s main phone number to appear credible. By asking the customer to confirm information, they obtain account numbers, passwords and other data. They then call the bank or credit union with an intent to gain access to the account and the customer’s funds.
The contact center agent is in the difficult position of interrogating the caller while providing good service. If the fraudster does their homework, they can easily answer typical security questions such as social security number, mother’s maiden name or even a favorite pet. All easily obtained online.
To block these attempts, Altigen has created Secure SIP, a service that incorporates both TrustID Call Authentication and Voice Biometrics to automatically authenticate calls coming into Fiserv’s ConvergeIT® IVR or Contact Center.