Over the past few years, banks have homed in on the problem of online fraud. But now the focus is starting to shift to call-center fraud. "There's been a lot of investment and a lot of time put into how we create more barriers for criminals transacting through the online-banking channel," says Ben Knieff, director of financial crime product marketing at NICE Actimize, a provider of financial crime, risk, and compliance solutions. "And what that's done is made the contact center a more attractive target."
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