Contact Centers: The Fraud Enablement Channel - Fraud Scoop

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Contact Centers: The Fraud Enablement Channel

APRIL 2016 Shirley Inscoe

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Contact Centers: The Fraud Enablement Channel

April 2016

TABLE OF CONTENTS IMPACT POINTS .............................................................................................................................................. 4 INTRODUCTION .............................................................................................................................................. 5 METHODOLOGY ........................................................................................................................................ 5 CONTACT CENTER LOSS TRENDS .................................................................................................................... 7 CURRENT FRAUD TRENDS ............................................................................................................................. 10 TRANSACTIONAL FRAUD ......................................................................................................................... 10 MOBILE WALLET FRAUD ......................................................................................................................... 11 ORDERING ACCESS DEVICES ................................................................................................................... 11 SOCIAL ENGINEERING ............................................................................................................................. 12 ACCOUNT TAKEOVER FRAUD .................................................................................................................. 13 CONTACT CENTER SOLUTIONS ..................................................................................................................... 15 VOICE SOLUTIONS ................................................................................................................................... 16 CALL AND DEVICE SOLUTIONS ................................................................................................................ 20 TECHNOLOGY INVESTMENTS .................................................................................................................. 22 TECHNOLOGY IMPLEMENTATIONS ......................................................................................................... 23 ABOUT APPLE PAY ........................................................................................................................................ 25 RECOMMENDATIONS ................................................................................................................................... 27 RELATED AITE GROUP RESEARCH ................................................................................................................. 28 ABOUT AITE GROUP...................................................................................................................................... 29 AUTHOR INFORMATION ......................................................................................................................... 29 CONTACT ................................................................................................................................................. 29

LIST OF FIGURES FIGURE 1: SIZE OF PARTICIPATING FIS ............................................................................................................ 6 FIGURE 2: CONTACT CENTER FRAUD LOSS TREND ....................