# Contact center

Automate step-up authentication user journeys with continuous identity certainty in the contact center. Stop Gen AI, cloning, and deepfake attacks in their tracks.

## Verify users across support channels

Socure + Blue Leaf

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**See Socure Contact Center Intelligence in Action**

In this demo, see how Socure Contact Center Intelligence prevents Account Takeover (ATO) attempts within your support channels without forcing legitimate customers to answer endless security questions.

Meet Sara. Sara is a loyal customer who forgot her password and needs to reset it via your chatbot. Simultaneously, you will see a fraudster attempting to impersonate Sara to gain control of her account.

## Complete and continuous identity risk coverage

### The opportunity

Make confident, real-time risk decisions with flexible workflows, multi-solution step-up authentication, and robust account takeover prevention no matter the attack vector.

>85%  
email and phone verification coverage

>98%  
accuracy in physical ID verification

99.9%  
selfie reverification accuracy

## Fortify contact center security with one platform

Empower your decision-making with flexible, actionable intelligence across every customer touchpoint. Socure supports everything from phone ownership to phone possession to geolocation, device ownership, and step-up physical ID verification for an end-to-end authentication stack.

## Fraud finds the path of least resistance - don’t let that be your contact center

Integrate **RiskOS®**, the flexible decisioning engine and case management system, with your contact center dashboard to streamline real-time authentication events. Agents can see results instantly, backed by historical user data for context with the capability to add, review, and assign case reviews, including further verification for faster resolution.

## Balance user convenience with ironclad security

Advanced ID document verification features such as guided image capture and deepfake detection make document and selfie verification both user-friendly and secure. Liveness detection works behind the scenes to ensure your caller is physically present and not using a stolen image. Instant results help agents make quick decisions.

## Socure call center FAQ answers

1. **How can call center fraud be prevented?**  
Call center fraud can be prevented through a multi-layered approach combining advanced technology and robust processes. Key strategies include passive risk assessment, sophisticated [identity verification](/content/glossary/identity-verification/index.html), real-time threat detection, step-up authentication, continuous monitoring, high-quality data, and an adaptive approach using [AI technology like machine learning](/content/resources/podcasts/combatting-ai-enabled-fraud-in-the-digital-age/index.html).

2. **How do you identify call center fraud?**  
As with online login attempts, call center fraud can be identified by abnormal events like calls from unfamiliar devices or strange caller behavior.

- Repeated attempts to reset passwords or change security settings  
- Inconsistent answers to KBA questions  
- High volumes of calls  
- Inconsistent accents or changing voice patterns (may indicate use of voice changer)  
- Demands to skip traditional authentication processes

3. **What are the consequences of call center fraud?**  
Call center fraud poses a major threat to the finances, operations, and reputation of companies in every industry.

4. **What actions can businesses take to defend against call center fraud?**  
The best way for companies to stop call center fraud is to take a multi-layered approach that combines strong customer [identity verification](/content/glossary/identity-verification/index.html), real-time risk assessments, and [biometric verification](/content/glossary/biometric-verification/index.html).

5. **How can Socure's solution minimize call center fraud?**  
Socure’s advanced artificial intelligence and [machine learning algorithms](/content/glossary/machine-learning/index.html) work to [defeat call center fraud](/content/blog/call-center-fraud/index.html).

6. **How does Socure provide authentication through a complete customer session with a call center?**  
Socure offers an end-to-end [identity verification solution](/content/glossary/identity-verification-software/index.html) that authenticates callers throughout a customer session.