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

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. 

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:

  • The implications of COVID-19 on contact centers and the increased need for reliable authentication of callers
  • 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


For more information about this topic or other Aite Group services, please contact us at [email protected].

For more information about Next Caller, please contact them at [email protected].

This webinar was sponsored by Next Caller and is available to the public to view on-demand.

Guest Speakers:

Jeff Kirchick

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