US-based VyStar Credit Union has expanded its partnership with Verint Systems to prevent frauds and increase security of member information.

The move will see VyStar adding Verint Identity Authentication and Fraud Detection to its contact centre.

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The deployment will help to prevent fraudsters’ attempts to steal consumer identity and information from contact centres. With increasing security on online channels, the fraudsters often target these contact centres to procure confidential information.

Verint will provide multiple layers of protection at VyStar including adaptive fraud analytics to ensure authenticity of a call to the centre. It includes analysing telephony and voice self-service behavioural data.

Additionally, when the call reaches a live agent, the voice is further assessed through Verint’s embedded voice biometrics.

VyStar Credit Union senior vice-president for operations and payments Melissa Thomas said: “A fraud situation is a highly emotionally-charged event, one that can either reinforce member trust or potentially destroy it.

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“Automating our fraud detection with Verint will help our fraud department achieve incredible time savings over previous manual methods.

“These new Verint solutions in our contact centre can take pressure off the employees by providing proactive fraud indicators in real-time to prevent fraud activity before it begins, while ensuring an excellent member experience.”

Verint’s Identity Authentication and Fraud Detection is a part of its comprehensive Customer Engagement portfolio.

VyStar is one of the largest credit unions in Florida. It serves more than 655,000 members with assets amounting to more than $8.5bn.