Smartnumbers
Build trust into every customer interaction with Smartnumbers. Stop fraud, streamline authentication and protect your contact centre.
The overlooked role of voice in modern fraud
Many organisations invest heavily in digital security while underestimating the role voice interactions play in successful fraud attacks.
Criminals frequently use contact centres, service desks and customer support functions to validate stolen account information, gather personal details and circumvent authentication processes. Even when fraud originates through digital channels, the voice channel is often used to complete the attack.
Because these interactions appear legitimate, traditional security tools may struggle to identify high-risk callers before sensitive information is disclosed.
Contact centre security pre and post answering a call
Pre-answer analysis
Identify signs of fraud in real time before a call is answered with proactive caller analysis and risk assessment. With our pre-answer analysis you can:
- Examine call signalling data to spot risk factors, such as withheld numbers.
- Use machine learning to analyse caller behaviour for unusual patterns, such as multiple calls in quick succession.
- Cross check customer consortium denylists for numbers that are known to be used by fraudsters.
- Assign a risk score before the call reaches the IVR or agent, identifying calls that require further investigation.
Post-call investigation
Gather insight and establish processes to mitigate fraud losses and protect your customers. With post-call analysis, you can:
- Build out detailed fraudster profiles, including the numbers and tactics they use to target IVR or agents, and devise processes to handle them.
- Understand the true scale of fraud by enabling fraud investigators to identify all the customer accounts that have been targeted by the same fraudulent callers over a period of time.
- Share information and raise queries about fraudsters with other organisation securely within the platform, helping to prevent fraud across sectors.
- Complete the full fraud picture across your organisation by providing insight into suspicious behaviour in the contact centre to other fraud teams.
Business outcomes
Enhanced business continuity
Ensure your customer calls always get through with intelligent call monitoring and automatic rerouting, helping maintain business continuity during disruptions.
De-risking Business Transformation
Securely migrate offices, SIP, Unified Comms, or cloud contact centres while keeping control of your voice network and existing numbers.
Fraud prevention in the contact centre
Detect and divert suspicious callers in real time before agents answer, helping protect customers and maintain control of contact centre security.
Frictionless caller authentication
Authenticate callers before answer to reduce ID&V questions, shorten call times, and improve the customer experience
Smart mobile solutions
Manage business calls and texts securely on personal devices with compliant mobile recording and protected storage.