Anatomy of an IVR Fraud Attack & Lessons Learned
Fraudsters are using the Interactive Voice Response (IVR) to steal identities and takeover accounts. Over the past 12 months, institutions facing surging call volumes have thrust self-service tools into the spotlight. During this session, Pindrop will examine the ways in which fraud materializes in an organization, how fraudsters leverage the IVR for data, and how they get away with stolen money.
Join this session to hear about:
- The ways in which contact centers were impacted by fraud, the global pandemic and external factors, pushing the limits of existing control systems and increasing call times.
- How fraudsters altered their own strategies to avoid long hold times and constructed scams around unemployment fraud and government loan scams.
- How fraudsters easily extracted critical account data through unprotected IVRs