Network Authentication and Fraud Prevention 101 – How can it make a difference to your call centre?

Hosted by:
Chris Wade
Chris Wade
 &
Matt Smallman
Matt Smallman

Recorded: 9 Mar 23 - 33 watches

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Network Authentication and Fraud Prevention use signalling data from a phone call either to confirm that the call originated from a device known to be in possession of the customer (authentication) or to detect when the call has originated from a device, location or network indicative of suspicious behaviour (detection).

Matt Smallman provided an educational session with real-life examples provided by Chris Wade.

  • What is Network Authentication and Fraud Prevention?
  • How can it prevent fraud?
  • How can it improve customer experience?
  • How can it improve efficiency?

Matt’s presentation was followed by a question-and-answer session with Chris Wade from Smartnumbers.

Highlights

  • 01:32 - Introduction
  • 02:21 - Convenience and security trade-off - Why do we need a more modern approach?
  • 05:14 - The differences between Traditional, Transitional and Modern security methods
  • 08:46 - Where does the data for Network Authentication and Fraud Prevention come from?
  • 11:22 - What can analysis of network data tell us?
  • 12:40 - How can we use this analysis for Authentication?
  • 14:43 - What does a Network Authentication business process look like?
  • 16:04 - What should you consider before implementing Network Authentication?
  • 18:14 - Why is Fraud Prevention important for all call centres?
  • 20:55 - How can we use the analysis of network data for Fraud Prevention?
  • 22:08 - How does call scoring work, and what does it mean?
  • 23:21 - What should you consider before implementing Network Fraud Prevention?
  • 26:32 - Network Authentication and Fraud Prevention Summary
  • 28:25 - Introducing Chris Wade
  • 30:16 - Question: What are the origins of this technology?
  • 31:09 - Question: What impact has this technology had on your customers?
  • 32:10 - Question: What surprised you about your early implementations?
  • 33:31 - Question: What have you learnt from your customers?
  • 34:21 - Discussion: Challenges of using Caller ID or ANI for Authentication
  • 38:22 - Discussion: Risks to organisations outside financial services
  • 40:14 - Question: How do you see this technology evolving?

Speakers

Chris Wade
Chris Wade

Chris is a Senior Product Manager for Smartnumbers Protect, an AI-driven product which helps authenticate customers and detect fraud on calls before answering. He works with the UK's largest banks to prevent fraud in their contact centres. He own's the "Intelligence" tribe within Smartnumbers, looking after the machine learning teams that power the risk model within Protect.

Matt Smallman
Matt Smallman

Matt is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.

​​Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible. ​​Matt is an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.

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20230309-Network Auth 101

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