A blog from UK Finance carries a post about a risk of which I for one was unaware. The contact centre interactive voice response (IVR) system is the front door for customers using the phone and enables them to complete self-service transactions at their convenience, but fraudsters can target the IVR to harvest information to scam customers. As part of an organised attack, it warns, the fraudster will probe the IVR to acquire or validate data that will enable them to cash out the victim’s account or gather additional information to enable authorised push payment (APP) fraud. The post starts by revealing the results of an analysis of calls to show the make-up of an organised fraud attack – including the detail that 10% of IVR attacks are from fraudsters that have already been blacklisted by another bank. Fraudsters use IVR alongside other means (such as social media) to gather and validate data about their victim.
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