A Modern Approach to Authentication: Protecting Trust Across Every Channel

Outperform: Enhancing Fraud and ATO Detection

Outperform: Delivering Industry-Leading Verification Rates with Socure Verify

Socure Introduces Advanced OTP and Silent Network Authentication

Socure Introduces Advanced OTP and SNA for Secure, Frictionless Identity Verification

Understanding and Preventing Call Center Fraud

Trust is the most valuable currency of digital experiences, and also the easiest to counterfeit.
Bad actors continuously exploit the very teams and processes designed to help legitimate customers. Whether it&#8217;s login, account recovery, or a simple profile change, every interaction forces organizations to answer one critical question: Is this still the person we verified at account opening?
And the truth is, most organizations don&#8217;t have a good answer. In a recent industry briefing, Datos Insights shared that 58% of fraud executives surveyed in 2025 identified real-time ATO detection as a critical weakness in their current systems.
Solving this starts with understanding how account takeover actually works, where traditional defenses fall short, and how to embed trust throughout the customer journey.
<h2>The Friction Paradox</h2>
<a href="https://www.socure.com/glossary/account-takeover">Account takeover (ATO)</a> isn’t a single event. It is a sequence of small abuses that slip into the gray space between channels and teams. On the scale of fraud attack complexity, ATO is rather simple to pull off. Stolen credentials are easy to buy. Caller IDs can be spoofed. Phone numbers can be ported. Voices can be cloned. Attackers blend into normal workflows and use the process to their advantage, not brute force.
To fight back, many companies add more friction. Meanwhile, legitimate customers get caught in the crossfire. Every extra authentication step, every false decline, chips away at the trust and loyalty organizations are trying to protect.
The problem is also compounded by organizational silos. When login, account recovery, and contact center operations function as separate systems, no single team has the complete context needed to spot suspicious behavior—leaving gaps fraudsters exploit with ease.
<h2>What does an account takeover attack look like?</h2>
Fraudsters strike wherever verification is weakest. Here are two examples of what ATO looks like in practice.
<h3>Call Center Attack Scenario</h3>
A fraudster calls your contact center, posing as Colin — a longtime customer. He sounds calm and credible, explaining he&#8217;s traveling and locked out of his account.
He has just enough information to pass basic verification: Colin&#8217;s date of birth, last four of his SSN, and the phone number on file. The agent, following standard procedure, sends a one-time passcode to verify the caller&#8217;s identity.
But the phone number on file was recently ported in a SIM swap, meaning the fraudster (not Colin) receives the OTP. He reads it back, resets the password, and gains full access to the account.
Once inside, he moves quickly to make control permanent, changing the email address and phone number on file so that all future alerts, recovery messages, and verification requests go directly to him. Within minutes, the real Colin is locked out of his own account.
The fraud didn&#8217;t require a technical exploit, just a process weakness.
<h3>How that could have been stopped</h3>
Step 1: Evaluate phone risk in real time 
<a href="https://www.socure.com/products/phone-risk">Socure&#8217;s Phone RiskScore</a> instantly analyzes the caller&#8217;s phone number and provides a risk score, ownership score, and dozens of metadata attributes — such as carrier type, phone tenure, and location. It also identifies whether the number shows signs of a recent SIM swap or porting event.
Step 2: Trigger step-up verification when risk is detected 
If red flags appear, or simply for added security, the call center agent can send a secure SMS link that activates <a href="https://www.socure.com/products/document-verification">Socure&#8217;s Predictive DocV solution</a>. This automatically engages Digital Intelligence to assess the device&#8217;s risk posture and allows the caller to flow through a fully-automated document and <a href="https://www.socure.com/glossary/selfie-id-verification">selfie verification process</a> — confirming that the person on the line matches the legitimate account holder.
Step 3: Resolve the case 
Once verified, the agent can safely restore account access or stop the takeover in its tracks.
<h3>Digital Login Breach Scenario</h3>
A fraudster logs into Jennifer&#8217;s investment app using credentials purchased on the dark web. But this isn&#8217;t a careless attack, it&#8217;s surgical. The fraudster uses a residential proxy from Jennifer&#8217;s hometown and emulates her browser fingerprint, making the device appear legitimate to fraud detection systems.
Once inside, the fraudster moves carefully—checking balances, reviewing transactions—before updating the email and phone number on file. Then comes the real damage: a funds transfer to an external account.
<h3>How that could have been stopped</h3>
Step 1: Check device and behavioral risk at login 
<a href="https://www.socure.com/products/digital-intelligence">Socure&#8217;s Digital Intelligence</a> passively evaluates device health, behavioral biometrics, and geolocation in real time. New devices, unusual behavior patterns, or geographic anomalies trigger an immediate flag for additional verification.
Step 2: Assess phone risk and SIM swap activity 
When anomalies surface, the user trying to login confirms the phone on the account to receive a one-time passcode. Before the OTP is sent, Socure’s Phone RiskScore evaluates the number for risk, recent SIM swap, and ownership. Socure&#8217;s Alert List adds another layer, flagging identifiers that have been linked to fraud across the broader network.
Step 3: Verify device possession 
When signals align and risk is determined to be low, the system sends a one-time passcode to the verified device—a quick possession check that keeps legitimate users moving.
Step 4: Additional step-up options 
But if Phone RiskScore detects a recent SIM swap or behavioral signals remain suspicious, the system bypasses the OTP entirely and triggers Predictive DocV—verifying identity against a physical ID and confirming liveness in real time.
Step 5: Move forward with confidence 
Only verified users gain access, and legitimate customers experience minimal friction.
Both scenarios reveal a common pattern: fragmented systems that can’t see the full picture. Solving that requires a unified, intelligence-driven model of trust.
<h2>A Smarter Model for Trust</h2>
The best defense against account takeover isn’t a stronger password — it’s a deeper understanding of who’s behind the interaction. Whether it’s a login, a call to the contact center, or a profile update, organizations need to assess intent and authenticity in real time, not just check a box.
Socure makes that possible by layering intelligence across every touchpoint — from device health and behavioral signals to phone, email, and document verification — to build a holistic, moment-by-moment view of trust.
With pre-built, flexible workflows, organizations can orchestrate and automate authentication across the entire customer lifecycle. Everything runs within<a href="https://www.socure.com/solutions/riskos"> Socure’s single, risk-based, no-code orchestration flow</a>, dynamically adjusting to risk in real time while delivering a seamless experience for legitimate users.
That means whether someone logs in online or calls for help, your team can instantly tell the difference between a customer who should be trusted and an attacker who shouldn’t.
Organizations that take this approach won’t just stop fraud — they’ll strengthen trust, loyalty, and confidence in every interaction.
It’s time to modernize your login and authentication processes. Protect every channel, every customer, and every decision. Fraudsters aren’t waiting. <a href="https://www.socure.com/talk-to-an-expert">Speak with an expert today →</a>

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A Modern Approach to Authentication: Protecting Trust Across Every Channel

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Mike Cook