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July 25, 2008

Webinar: Combating Call Center Identity Theft with Better IVR

By Michael Dinan, TMCnet Editor

Interactive voice response systems, or “IVR” systems – telephony technologies in which someone uses a touch-tone telephone to interact with a database – remain vulnerable to identity theft, experts say, because traditional methods of identifying callers aren’t secure.
And identity theft – a crime that claimed 8.1 victims in the United States last year alone, according to statistics – is opening up to more and more criminals with the wide disbursement of personal information over modern Web and data systems, they say.
Register here to join in a Webinar in which a panel of experts will discuss how to best assess current call center and IVR systems, what risks are involved and what security solutions may work best for particular companies.
The free Webinar, titled “The Next Frontier in Customer Identity Protection: Voice Biometrics,” will be held at 2 p.m. Eastern on Tuesday, July 29.
The event is sponsored by “Customer Inter@ction Solutions” magazine, IBM and Intervoice (News - Alert), an international company with offices in Dallas that delivers personalized, multi-channel automated information solutions that connect people with information, empowering them to control the way they interact with a business.
During the Webinar, officials will talk about how to help contact centers meet and exceed federal privacy guidelines for multifactor authentication in their telephone environment, reduce customers’ fear of fraud and misuse and take advantage of the latest functionalities in speech, touchtone and blended system options.
The Webinar, which will include a question-and-answer session, will be led by Intervoice’s Ron Settele, who works in the company’s enterprise solutions marketing group, Steven Cawn of WebSphere sales at IBM, and will be moderated by TMC (News - Alert) Web Editor Tim Gray.
Michael Dinan is a TMCNet Editor. To read more of his articles, please visit his columnist page.
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is The Compelling ROI Benefits of Contact Center Quality and Performance Management Technologies, brought to you by Voice Print International (News - Alert).

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