By 2020, 75% of omni-channel customer-facing organizations will sustain a targeted, cross-channel fraud attack with the contact center as the primary point of compromise. Gartner believes the technologies and techniques available to detect and prevent contact center fraud and omnichannel fraud have reached a maturity point that justifies investment and integration for most organizations that have the need to mitigate call center fraud. You’ll gain insight into how these strategies and tools can also support faster and more-seamless authentication and servicing of low-risk callers.”]
Source: https://www.bankinfosecurity.com/whitepapers/gartner-secure-your-contact-center-against-fraud-w-4623