Citizen Engagement Blog

Identifying and stopping fraud in the contact center is not a one-two punch. It takes intelligence and action combined in a thoughtful manner that critically monitors and detects the good from the bad, in real time and over time, depending on your needs and goals.

As we dig deeper into fraud attacks, so too does the story expand to a beneficial conclusion…for your citizens and government, that is. Dean D’Adamo, of Contact Solutions a Verint Company, challenges you to be the knock-out champion in the war against fraud. 

Fraudsters are tricky fellows, and it only takes a few good ones to establish a fruitful and steady flow of criminal activity against your citizens. Unfortunately we know more than a few are lurking in not so obvious places. Dean D’Adamo, of Contact Solutions a Verint Company, addresses the profound effect that fraudulent activities have on your government programs, and steps you can take to stop them in their tracks.

Cyber crimes are a hot topic for a reason. They impact millions of citizens, organizations and public trust. But the crimes don’t stop there, as the money flows – and the plethora of valuable information – the bad guys and gals are hot on its trails. In this podcast, Dean D’Adamo, Senior Director, Government at Contact Solutions a Verint Company, provides insights into cyber attacks in the contact center.

Transportation depends on fast customer service to serve citizens on-the-go. Today we announced our latest implementation of voice self-service and speech technology implented to solve government and citizen needs.  This new contract introduces IVR self-service to a large initiative to support its modernization goals to bring:

• Better customer service
• Improved customer experience (CX)
• Secure, improved way to interact with common transportation interactions

Read the full press release to learn more.

With the need for more personalized and secure customer service on the rise, right along with the rise in costs and complexities of managing a contact center, government agencies have to be as smart as possible when contracting and managing technology projects. A dynamic IVR is one way to beat the budget vs. customer experience challenge for public sector customer service. Even Millennials would agree.

In a previous blog post about modernizing state contact centers, we encouraged government agencies to introduce digital engagement opportunities via web, mobile web, and mobile apps as part of their contact center modernization efforts. But that doesn’t mean agencies should dismiss or downplay traditional phone calls. Here’s why:

At the recent EBT Next Gen Conference in Clearwater Beach, FL over 300 EBT stakeholders came together at this annual event to address the latest issues, concerns and regulations facing government EBT card programs, and fraud identification and governance played a prominent role in that discussion.

Fraud tracking and prevention was a particular focus at the Plenary Session: Front Page Focus-issues and concerns facing the EBT Industry.  Four distinguished panelists from state, vendor, consulting, and advocacy organizations participated to delve deeper.

Security should be a concern for all government organizations.  People’s rights to privacy, as well as growing threats in the cybercrime realm, have heightened our awareness and need for protection. Technology is only getting better, and with it too, are those looking to capitalize on the hard work of others through information theft from citizen engagement systems.

Consider that if your IVR solution – whether on-premise or a hosted platform – suffers a breach, your company could suffer not only negative publicity and damage to your brand and company reputation, but also:

People who take part in State and Local Government Programs are prime targets for fraudsters waiting anxiously to grab-n-go their valuable information and funds. Crooks from around the world use a range of tactics to acquire personal information so they can take over a constituent’s account to steal benefits or payments.

At Contact Solutions, we’ve seen how clever fraudsters have tried to be in the interactive voice response (IVR) , a gateway used by many government programs to provide automated self-service and a path to live agent support. Without proper protocols in place identities, data, and funds disappear in the blink of an eye.