Financial services contact centers leaders and their fraud prevention partners face a growing challenge. How to strengthen authentication protocols while preserving a good customer experience and operational efficiency? This trifecta is the North Star for many, but easier said than done.

Join this interactive roundtable with your FI peers to discuss how to answer the critical question "Who's really on the other end?" while addressing account takeover fraud, deepfake detection, and Know Your Customer obligations. The discussion will focus on advanced multifactor authentication that analyzes call metadata and behavior to verify customers quickly without outdated (and widely compromised) security methods like OTPs. It will also explore the different points of vulnerability between the IVR and the live agent, and discuss best practices to secure these very different interaction mechanisms.

The roundtable will deliver actionable insights based on expert- and peer-based knowledge for financial institutions to enable fast, efficient, and secure authentication on future calls while demonstrating that robust fraud prevention and exceptional customer experience can coexist in today's AI-driven threat landscape.