CustomerXPs: Insulating IVR Systems From Fraud
Interactive Voice Response systems have been around for a while now. From banking, surveys, office call routing, order transactions for food to air tickets to hotel bookings and more, IVR has evolved to now become ubiquitous. But does its omnipresence mean that IVRS is completely insulated from fraud despite advanced technologies powering them?
Also, Aite reveals that one out of every 2,500 calls to a call center is fraudulent. Asking for an address change, new PIN or other requests
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