Security risks are significantly materializing as a result of the pandemic. Tools designed to aid customers can be used to perpetrate fraud across the organization. The study, ‘Reducing Fraud Through Advanced IVR Capabilities’, explores the readiness of enterprises to handle fraud risks (particularly in the IVR) and recommended strategies. This study will explore how some financial institutions are dealing with the Pandemic, their contact center challenges, and how fraud is presenting itself as a business shift in day-to-day operations.

As part of the foundation of the commissioned study, Forrester Consulting conducted a survey of 259 decision-makers at financial institutions on behalf of Pindrop.  The survey details how organizations are dealing with IVR risks, IVR security, Pandemic related changes to their business, and fraud's impact on 2020 so far.