Table of Contents
- Overview
- Primary Questions
- Findings and Analysis
- Over One-Third Of Consumers Bank By Phone: Channel Security Is Critical
- Confidence High In Telephone Banking Safety Despite Fraud Potential
- Expect Growth In Telephone Fraud With Advent Of VOIP
- Weak, In-Wallet Authentication Prevails On The Phone Channel
- Fortify Phone Authentication With Risk Scoring, Voice Biometrics And KBA
- Vendor Solutions By Need: Comprehensive Or Component
- What' s The Bottom Line
- Related Research
- Appendix A: 15% Of Fraud From In-Store, Mail Or Telephone Purchases
- Appendix B: Online Bill Payers Have Higher Rates Of Phone Contact Then
Non-Bill Payers
- Appendix C: Telephone Channel Usage Increasing Over Historical Levels
- Appendix D: Two-Thirds Of Consumers Use Telephone Channel
- Appendix E: Passwords And Voice Recognition Are The Top Phone-Based
Solutions
Table of Figures
- Figure 1: Used a Phone Operated System to Perform a Banking Function
- Figure 2: Spoke By Phone with a Bank or Credit Union Representative
- Figure 3: How Consumers Rate the Safety of Using a Phone Automated System
- Figure 4: How Consumers Rate the Safety of Speaking with a CSR
- Figure 5: Telephone Authentication Factors Used By Top 23 US FIs
- Figure 6: Phone Authentication Model
- Figure 7: Sources of Identity Fraud
- Figure 8: Financial Activities in Past 12 Months by Bill Payer at Bank Web
Site
- Figure 9: Consumer Financial Activities by Type and Time Period
- Figure 10: Percentages of Online Consumers Who Have Ever Used these
Channels
- Figure 11: Consumers' Preferred Methods of Authentication for Online
Accounts
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