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For Security & Risk Professionals

Best Practices: Customer Call Center Authentication

Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction

March 22, 2019


Why Read This Report

Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get things done, but it's still a largely analog avenue riddled with security holes. Improving CCCA security while reducing customer friction and improving customer and agent experiences is a core building block of a successful digital transformation. This report provides CCCA best practices to help security and risk (S&R) pros beef up customer call center (CCC) security.

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Table of Contents

  • In The Digital Economy, The Call Center Is The Weakest Security Link
  • CCCA Should Use Offline, Call Center/Phone, And Online Data
  • Process And People Make Or Break CCCA
  • Supplemental Material
  • Related Research Documents

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