Vonage, part of Ericsson, has launched Vonage Agentforce Identity Insights and Fraud Detection. This AI tool helps contact center agents spot fraud risks. It also verifies customers and checks communication channels in real-time using Salesforce Agentforce. This new feature combines Vonage Communications and Network APIs. It boosts productivity, strengthens security, and improves customer experience. Best of all, it does this without disrupting your current workflows. The platform fights fraud using tools like SIM swap checks and automated number validation. It identifies compromised numbers. It checks mobile numbers before use and confirms customer info when creating leads.
Also Read: Dovetail Launches AI Customer Intelligence Platform
“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.”