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Live voice interactions in contact centers have become a critical operational blind spot, where fraud, identity risk, and agent attrition emerge in real time without corresponding visibility from enterprise systems.

Financial services contact centers are hemorrhaging money from two directions simultaneously — and most enterprises are only measuring one of them. The FBI’s Internet Crime Complaint Center reported that AI-driven fraud, including voice cloning and deepfake impersonation, generated nearly $893 million in verified losses in 2025 — the first year the FBI formally tracked it as a crime category — representing just the fraction of attacks that victims actually reported.

The consequences compound on the operational side. The Society for Human Resource Management found that the average cost to recruit and hire a single employee is nearly $4,700 — before training, ramp-up, or lost productivity are factored in. In contact centers, where the Quality Assurance & Training Connection benchmarks annual agent turnover at 30 to 45%, that cost repeats at scale, every year, across every seat on the floor. A 500-agent center turning over at the industry average is not an HR problem. It is a capital problem.