Vonage, part of Ericsson, has launched Vonage Agentforce Identity Insights and Fraud Detection. This AI-driven solution gives contact center agents real-time insights. The platform uses Vonage Communications APIs and Network APIs. It helps detect fraud risks, verify customers, and confirm communication channels easily.
Strengthening Workflows and Security
Vonage Agentforce Identity Insights and Fraud Detection combines AI with Vonage Identity Insights and Fraud Detection APIs to improve contact center outcomes. Using capabilities such as SIM Swap checks powered by Vonage’s Network APIs, the solution mitigates fraud across multiple use cases. These include identifying and flagging recently swapped SIM numbers, validating mobile numbers prior to outbound SMS or voice calls, and auto-verifying phone numbers during lead creation to ensure lead quality.
“CX and security are critical to every business’ success and today’s customers demand both. At the same time, security measures can often slow down processes at the cost of customer experience, leaving many organizations to navigate the challenge of finding ways to marry the two,” said David Myron, Principal Analyst, Customer Engagement for Omdia. “By leveraging network intelligence, Vonage Agentforce Identity Insights and Fraud Detection offers a seamless and automated verification process that is completely invisible to the customer. This paves the way for all businesses to tackle fraud prevention head on, while continuing to foster the kind of customer experience that drives lasting loyalty.”
“Agentforce provides the foundation for partners like Vonage to transform the agent experience bringing together real-time data, automation and AI insights,” said Kishan Chetan, EVP & GM, Agentforce Service at Salesforce. “The network capabilities Vonage is able to embed in Identity Insights and Fraud Detection bridges the gap between CX and security for our joint contact center customers.”
Ensuring Number Validity and Optimized Customer Engagement
The solution empowers organizations to validate phone numbers to prioritize legitimate accounts and select the most effective communication channel. By using detailed phone data, like number type, carrier, validity, caller ID name, and SIM swap status, contact centers can:
Flag numbers with recent or many SIM swaps to detect fraud risks. Also, escalate any suspicious transactions.
Verify customer identities seamlessly by matching caller IDs against CRM records and securing interactions without added friction.
Optimize outbound engagement through automated SMS/WhatsApp for mobile devices, while directing landline calls to specialist teams.
Enhance lead quality by verifying numbers at lead creation to remove invalid or outdated contacts.
Improve engagement rates by triggering notifications and alerts only on verified numbers.
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Powered by programmable APIs embedded directly into workflows, Vonage Identity Insights enhances agent efficiency by automating verification tasks. This lets agents focus on complex tasks. They get actionable insights on verified, high-priority numbers in Agentforce. This helps cut down on failed or incomplete calls.
“Fraud continues to be an ongoing challenge for businesses in today’s evolving digital landscape, underscoring the need for constant innovation in prevention and detection technologies,” said Reggie Scales, President and Head of Applications for Vonage. “The power of Network APIs is enabling smarter use cases that can be deployed at scale with embedded trust. With Vonage Agentforce Identity Insights and Fraud Detection, we are putting the power to combat these risks directly into the hands of those on the frontlines of the contact center – agents. Empowering today’s agents to automate verification processes at scale by leveraging programmable capabilities and network intelligence is the new frontier of fraud protection.”