Companies are finding that online fraud includes a phone call by the fraudster. Fraudsters call the bank or card issuer to check the available credit on stolen cards before making fraudulent purchases online. Banks are building a database of known fraudster voice prints in the call center with a new generation of voice biometrics. Passive voice biometrics can collect and examine a caller’s voice print in the background of a normal call. Banks can now detect fraudsters by voice, e.g.  They can detect calls like available credit inquiry by screening live calls against the fraudster database. When a known fraudster’s voice is detected, banks can flag the customer account as possibly compromised. Read more at: http://www.paymentssource.com/news/paythink/biometrics-in-the-call-center-can-combat-digital-fraud-3022703-1.html

Nowadays, hackers are using VoIP as a tool for fraud. Banks and institutions are using voice biometrics for security and to speed up transactions. Voice biometrics is becoming popular with call centers because they use the technology as part of authentication process which verifies the identity of customers.  Voice analytics is another way VoIP can work to detect fraud. Through voice analytics, call centers and other institutions can automatically monitor and record calls & turn a call into text for further machine processing. To know more, follow Doug Mohney (editor-in-chief of HD Voice News)’s article at: http://it.toolbox.com/blogs/voip-news/4-ways-voip-can-reduce-fraud-70005

Nuance communications is one of the world's biggest providers of voice and language solutions to many businesses and consumers. Its applications experienced by millions of people. To streamline customer authentication and fight fraud at the same time it has partnered with TRUSTID which is a provider in contact center authentication technology. Nuance Voice Biometrics uses a technique to detect unique characteristics of a person's voice and creates a voiceprint which is used for future reference. It replaces the intrusive questions often asked and saves time. Contact centers that uses TRUSTID and Nuance in combination can see greater reduction in time taken on a call, operation cost and strengthening of security. Read more at: http://www.contactcenterworld.com/view/contact-center-news/nuance-and-trustid-partner-to-help-contact-centers-streamline-customer.aspx

An article by Omar Zaibak, Head of Marketing at VoiceTrust specializing in B2B demand generation, talks about the latest trends of the call center industry which will help to improve customer experience. Some of them are – Social Media, Voice of the Customer, Cloud Migration, Voice Biometrics.

For more Information please follow

http://www.voicetrust.com/blog/top-10-call-center-trends-2014/