next generation call centers: authentication & security

2015 Pindrop Security™. Confidential.

NEXT GENERATION CALL CENTERAUTHENTICATION & SECURITY

Matt Garland, Vice President of ResearchPindrop SecurityAugust 18, 2015


NOTE

These slides are from a webinar held August 18,

2015.

You may view a recording of the webinar at

www.pindropsecurity.com/webcast-archive

http://www.pindropsecurity.com/webcast-archive

http://www.pindropsecurity.com/webcast-archive

2015 Pindrop Security™. Confidential.2015 Pindrop Security™. Confidential.

FRAUD CALL RATES

Avg. Call Cen-ter

Banks Brokerages Credit Card Retail

1 in 22001 in 2650

1 in 3000

1 in 900

1 in 1000


FRAUD EXPOSURE

Banks Brokerages Credit Card$0

$2,000,000

$4,000,000

$6,000,000

$8,000,000

$10,000,000

$12,000,000

$14,000,000

$16,000,000


THE THREAT IS GROWING


PHONE CHANNEL GROWTH

68%Voice

55%Web chat

53%Email

Channels expected to experience the largest growth

in complex inquiries

Source: Deloitte 2015 Global Contact Center Survey

Expect contact center growth in the next two years

96%

View customer experience as a competitive differentiator

85%


DATA BREACHES

• Stolen card data and PII is for sale on the black market

• Attackers are using the stolen data over the phone channel to take over accounts


EMV TRANSITION

2014 2015 2016 2017 201802468

101214161820

6 5

10

19

Point of sale (POS) Card not present (CNP)

Frau

d lo

sses

in b

illio

ns

Source: Javelin Strategy & Research 2015


THE STATE OF AUTHENTICATION


PHONE CHANNEL AUTHENTICATION

Something You Know Something You Have Something You Are


KNOWLEDGE BASED AUTHENTICATION

Something You Know

KBAs are ineffective. Fraudsters are finding information online, or buying it on the black market.


MAKING KBAS HARDER

• Social Engineering• KBA Data Breaches• High Failure Rates (10-15%)

Something You Know


CALLER ID

Something You Have

Caller ID and ANIs are easily spoofed


VOICE BIOMETRICS

• Voice Distortion• Background Noise• Call Quality• Enrollment• Privacy Issues

Something You Are


PHONE CHANNEL AUTHENTICATIONSo what is left for authentication? There are actually over 147 features of the call audio that we can analyze.


LOSS• Packet loss • Robotization • Dropped frames

SPECTRUM• Quantization • Frequency filters• Codec artifacts

NOISE• Clarity• Correlation • Signal-to-noise ratio

147 audio features

UniquePhone

Geo-Location Risk Factors

PHONEPRINTING™

Phoneprint™

Call AudioRequires 15 seconds

of call audio

Risk Score

Call Type


PHONEPRINTING IN ACTIONPHONE TRAFFIC

ANI

Audio

Reputation Consortium

Geography

Phone Type

Phoneprint

Voiceprint

Multifactor Analysis Call Scoring

Time to Complete: 30 seconds

Result

Quick verification of good calls reduces call time and saves money

Bad callers are flagged and losses stopped


PINDROP SECURITYPhone Fraud Stops Here.

For more information contact [email protected]

next generation call centers: authentication & security

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