The November 2022 Aite-Novarica Group report examines contact center authentication, noting that these centers remain a point of compromise for fraud. Many financial services contact centers rely on a mix of authentication methods, often resulting in inconsistent experiences. Risk-based approaches and improved phone number recognition can enhance security and efficiency. Segmenting customers into personas allows tailored authentication, balancing convenience with security. Streamlined inquiry resolution, reduced agent transfers, and meeting consumer expectations for faster, seamless authentication can improve satisfaction and Net Promoter Scores while reducing fraud exposure.

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