{"id":74588,"date":"2025-10-13T13:31:38","date_gmt":"2025-10-13T12:31:38","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74588"},"modified":"2025-10-19T10:09:14","modified_gmt":"2025-10-19T09:09:14","slug":"vonage-launches-fraud-detection-tool-for-salesforce-amid-spike-of-attacks","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/contact-center\/vonage-launches-fraud-detection-tool-for-salesforce-amid-spike-of-attacks\/","title":{"rendered":"Vonage Launches Fraud Detection Tool for Salesforce Amid Spike of Attacks"},"content":{"rendered":"

Vonage has launched a security solution, native to its CCaaS platform, that supports human and AI agents in combating rising contact center attacks.\u00a0<\/span><\/p>\n

The Vonage Agentforce Identity Insights and Fraud Detection solution detects possible attacks, verifies customers, and validates effective communication channels in real time.\u00a0<\/span><\/p>\n

When it detects a possible attempt at fraud, the agent receives an alert via their desktop, prompting them to make additional authentication checks.<\/p>\n

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.<\/p>\n

To provide the solution, Vonage utilizes its Communications and Network APIs together with Agentforce actions.<\/p>\n

Its launch follows several Salesforce attacks in recent months<\/span>, which have resulted in an FBI warning<\/a> of cybercriminal groups targeting Salesforce Service Cloud.<\/span><\/p>\n

With Vonage Agentforce Identity Insights and Fraud Detection, Vonage hopes to protect mutual customers from similar threats.\u00a0<\/span><\/p>\n

“Fraud continues to be an ongoing challenge for businesses in today\u2019s evolving digital landscape, underscoring the need for constant innovation in prevention and detection technologies,” added Reggie Scales, President and Head of Applications for Vonage.<\/span><\/b><\/p>\n

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.<\/p><\/blockquote>\n

As an example of the additional intelligence the solution provides, it includes a SIM swap check, powered by Vonage\u2019s Network APIs.\u00a0<\/span><\/p>\n

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.<\/span>\u00a0<\/span><\/p>\n

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:<\/p>\n