Realtime fraud prevention in the contact center

Gatekeeper fraud prevention solution uses voice along with intelligent detectors to identify potential fraudulent behavior.

The solution identifies potential fraudulent behavior in a contact center. Gatekeeper fraud prevention compares the caller’s voice against fraudster’s print profiles to alert contact center agents in realtime when a known fraudster is on the line. Additionally, the solution analyzes the call in realtime to identify potential unknown fraud cases like different people calling on the same account.

A typical flow for a customer contact center involves the following:

  1. Once the voiceprint is created for the customer, future calls to the contact center are authenticated based on the characteristics of their voice.
  2. A fraud prevention solution uses a watchlist containing known fraudster profiles (including voiceprints).
  3. If a fraudster calls into the contact center against a customer account, the solution automatically checks the fraud watchlist containing the profile of the fraudsters when any of the following occurs:
    • Caller fails to authenticate against their own account.
    • Caller opts out of enrollment.
    • Caller account is locked.
  4. The solution also has the capabilities to check for fraud in realtime for all other calls if deemed necessary.