Vonage has launched a security solution, native to its CCaaS platform, that supports human and AI agents in combating rising contact center attacks.
The Vonage Agentforce Identity Insights and Fraud Detection solution detects possible attacks, verifies customers, and validates effective communication channels in real time.
When it detects a possible attempt at fraud, the agent receives an alert via their desktop, prompting them to make additional authentication checks.
The solution, available to Vonage Premier for Salesforce Voice customers, can therefore safeguard all human-led conversations. Yet, the solution it may also alert AI agents as they engage with customers, prompting them to take similar actions.
To provide the solution, Vonage utilizes its Communications and Network APIs together with Agentforce actions.
Its launch follows several Salesforce attacks in recent months, which have resulted in an FBI warning of cybercriminal groups targeting Salesforce Service Cloud.
With Vonage Agentforce Identity Insights and Fraud Detection, Vonage hopes to protect mutual customers from similar threats.
“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,” added Reggie Scales, President and Head of Applications for Vonage.
With Vonage Identity Insights for Agentforce, we are putting the power to combat these risks directly into the hands of those on the frontlines of the contact center: agents.
As an example of the additional intelligence the solution provides, it includes a SIM swap check, powered by Vonage’s Network APIs.
With this, contact centers can identify and flag potential fraudulent numbers with their SIM recently swapped, safely validating mobile numbers before sending messages or engaging in voice calls.
Alongside a SIM swap, the solution gathers more “rich phone intelligence”. That includes number type, carrier, call ID name, and more, enabling contact centers to:
- Flag potential fraud risks – Detect numbers linked to recent or multiple SIM swaps, enabling contact centers to escalate and address suspicious activity quickly.
- Verify customer identities – Match incoming call IDs against CRM records to ensure secure, frictionless customer interactions.
- Optimize outbound engagement – Automate SMS and WhatsApp outreach for mobile users, while routing landline-only contacts to specialist sales teams.
- Enhance lead quality – Verify phone numbers at the point of lead creation to eliminate invalid or outdated contact details.
- Deliver reliable notifications – Send reminders and alerts only to verified numbers, boosting engagement rates and message deliverability.
Doing all this allows for the reduction of manual verification efforts through automation, helping agents to prioritize more complex tasks.
David Myron, Principal Analyst of Customer Engagement at Omidia, explains how Vonage can go beyond competitors in securing its CCaaS-CRM implementations. “By leveraging network intelligence, Vonage Identity Insights for Agentforce offers a seamless and automated verification process that is completely invisible to the customer,” he said.
This is a major breakthrough, leading the way for all businesses to tackle fraud prevention head on, while continuing to foster the kind of customer experience that drives lasting loyalty.
“CX and security are critical to every business’s success, and today’s customers demand both.”
Vonage Identity Insights for Agentforce is now available to customers on the Salesforce AppExchange.
