Contact Centers: Improve the Customer Experience While Reducing Fraud and Operational Costs

The wealth of breached data available to fraudsters enables them to successfully impersonate legitimate customers in contact centers. Reliable detection of incoming calls using automatic number identification (ANI) spoofing can dramatically reduce the threat of fraud and improve the customer authentication process. Faster, easier authentication enables the customer’s needs to be met more swiftly and reduces average handle time, thereby reducing operational costs as well. 

Register today and join Aite Group senior analyst Shirley Inscoe and Next Caller VP, enterprise sales Jeff Kirchick, as they discuss contact center challenges and methods of improving the customer experience, preventing fraud, and reducing costs.  

Key takeaways will include:

  • What fraud challenges and schemes are in contact centers
  • Ways to improve the customer experience
  • How ANI spoofing detection reduces fraud
  • Why machine learning is vital to success




March 26, 2020
Thursday, March 26, 2020 | 1 p.m. ET

Shirley Inscoe is a senior analyst on Aite Group’s Fraud & AML practice, covering fraud and data security issues.

Ms. Inscoe brings to Aite Group 30 years of banking experience in enterprise fraud and payments issues. She has served as the chair of the BITS Fraud Reduction Steering Committee and the co-chair of Early Warning Services’ Advisory Committee, and has been a member of ABA’s Deposit Account Fraud and Payment Systems Committees.