Across the globe, customer concern about identity fraud is on the rise. This trend is forcing companies to take a closer look at how they handle security, including caller authentication, for over-the-phone customer service
interactions. Nuance Communications commissioned Harris Interactive to conduct a comprehensive consumer
•understand the implications of caller authentication in customer care,
•understand consumer concerns about the security of personal and account information during
phone-based customer service transactions,
•uncover attitudes toward voice verification as a caller authentication method.