Securing the Contact Center: Deliberate Friction or Seamless Service?
By: Carissa Upshir, MVP, Contact Center Strategic Initiatives, VeleraSummary: In the contact center, attacks from fraudsters are becoming increasingly sophisticated, employing bots that never sleep, deepfake technology and frighteningly convincing AI‑generated voices. So how do you fight back without alienating your members? In this blog post, Carissa Upshir, Velera’s MVP, Contact Center Strategic Initiatives, discusses solutions that create deliberate friction for fraudsters – while running seamlessly in the background – to improve fraud outcomes and enhance your members’ experience.
Carissa Upshir: Carissa is a strategic leader driving enterprise-level change across the contact center space. As Velera’s MVP of Contact Center Strategic Initiatives, she leads large-scale modernization efforts that bring people, platforms and processes into better alignment, with a sharp focus on operational clarity, scalability and trust. Her work spans ecosystem design, automation and platform integration, all aimed at creating high-performance, future-ready contact center environments.
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