Outsmarting Contact Centre Fraudsters with Supercharged Voice Biometrics

Presented by: Ravin Sanjith, Intelligent Authentication, Opus Research
Dan Miller, Lead Analyst & Founder, Opus Research
Efrat Kanner-Nissimov, Director, Product Marketing, Partners & Alliances, NICE

By incorporating the latest advances in machine learning techniques combined with voice biometrics used for caller authentication, contact centers now have the ability to expose previously unsuspected fraudulent intent. In the ongoing response to sophisticated fraud attacks, the creation of high-quality fraudster watchlists from historical recordings not only provides a highly effective defense, but also an improved ability to prosecute fraudsters. Removing these ‘bad actors’ from the picture is a revolution in the fight against fraud.