Pindrop Pulse presents the latest findings on fraud from Pindrop® Labs in the 2021 Voice Intelligence and Security Report. Inside this report, you will find the latest contact centre fraud rates and newest fraud tactics, including how fraudsters use the IVR as a gateway to cross-channel fraud. We will examine how contact centres were impacted by fraud, a global pandemic, and a host of other external factors, all pushing the limits of existing control systems and sending call times into the stratosphere. How fraudsters altered their own strategies to avoid long hold times. This report examines how fraudsters constructed scams around unemployment fraud and government loan scams and how easily they extracted data, info on accounts, updates on money movement, all through unprotected IVRs.

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