Intelligent CISO Issue 25 | Page 30

editor’s question W? BRETT BERANEK, VP AND GM SECURITY AND BIOMETRICS, NUANCE COMMUNICATIONS ith a massive shift to work-at-home, enterprises need to be aware of evolving threats and fraudsters looking to take advantage of this societal change. Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. For example, now more than ever, secure contact centres are a necessity for organisations to interact with customers. With the recent shift to a stay-at-home world, there has been a significant increase in fraudster attacks against call centres – testing for vulnerabilities by directly attacking work-at-home agents, or alternatively, pretending to be remote agents to test for weaknesses that may allow them to perpetrate fraud. To keep bad actors at bay and ensure the security of their operations and customers, organisations must arm themselves with tools that will keep disruptions caused by fraud to a minimum. Organisations that have deployed biometrics are finding the technology to be incredibly useful in this effort because it can identify fraudsters, instead of relying on more traditional methods focusing on established suspicious transactional patterns. There are several applications for biometrics to help solve some of the new and more complex challenges organisations are facing today: Fighting new influx of fraud attempts: Many organisations, including financial institutions, insurance companies, telecom providers and citizen-facing government agencies, are seeing a massive surge in call volumes as brick-and-mortar locations shut down. And in some cases, they are seeing an enormous increase in inquiries and transactions across digital channels. With this surge, it’s a big ask to expect customer care agents to separate Fraudsters don’t stop their crimes because of a pandemic. They often seize the immense change that comes with an event like this to ramp up activity. Biometrics proves to be an invaluable tool to automatically identify when fraudulent calls are being placed. fraudsters from real customers while trying to address customer needs. After all, it’s a customer care agent’s role to focus on helping customers. Biometrics proves to be an invaluable tool to automatically identify when fraudulent calls are being placed – removing pressure from frontline customer care agents and protecting them from social engineering. Letting agents safely work from home without comprising security: Empowering agents to work remotely comes with a set of challenges, especially when agents are using their personal laptops, desktops and mobile phones on the job. This rapid shift to work-at-home agents created countless opportunities for fraudsters. There is vast potential for biometrics to improve internal security checks in these situations by verifying the identity of agents and preventing fraudsters from taking over agent accounts. Biometrics authentication also allows organisations to display less customer personal information to agents, which consequently reduces the risks of occupational fraud in a remote-work context where the lack of direct supervision provides an opportunity for bad actors. With biometric solutions, enterprises can keep bad actors at bay, ensure the connections they need to make with customers are safe and secure and allow their organisations to adapt rapidly to emerging threats. u 30 Issue 25 | www.intelligentciso.com