Using Data to Spot and Stop Fraud in the Contact Centre
The contact centre is increasingly being targeted by fraudsters, with a staggering 61% of cases involving a customer interaction in the contact centre at some point. As attacks become more organised and AI driven, this webinar explores how contact centre data and analytics can help identify fraud earlier, reduce agent pressure and protect genuine customers.
Why Contact Centres are the Ideal Target for Fraudsters
The challenge is that contact centres are built to help people, and attackers are deliberately targeting that trust. Today's fraud is rarely opportunistic. It is organised, repeated and often tested across multiple calls, agents and channels until a weakness is found. This means that fraud leaves signals in your data long before an account is compromised.
In this webinar, we explore how contact centres can use everyday data, from repeat call patterns and abandoned IVR journeys to CRM changes and speech analytics, to identify malicious intent earlier. We will look at how attackers think, how campaigns evolve, and why isolated tools are no longer enough on their own.
What You’ll Learn
Drawing on contact centre expertise and a cyber defence mindset, the session focuses on connecting data across the end-to-end journey. This means giving agents better real time support, spotting risk sooner, and strengthening fraud prevention without creating unnecessary friction for genuine customers.
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Why Fraud Targets the Contact Centre
Understand why 61% of fraud now involves the contact centre, and how attackers exploit human processes
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The Data Signals Fraud Leaves Behind
Learn which data signals, including repeat calls, short interactions and spoofed numbers, often indicate malicious activity
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Using Speech Analytics to Spot Fraud Risk
See how speech analytics and QA data can be used to detect fraud risk, not just agent compliance
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Supporting Agents with Real-Time Insight
Explore how real time insight and journey visibility can reduce pressure on agents during live interactions
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Building Defences That Evolve with Threats
Take away practical principles for building layered defences that evolve as attack methods change
Speakers
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Chief Consulting and Solution OfficerAlan Linter
Speak to an expert about contact centre fraud
If you’d like to explore any of the solutions discussed in the webinar, complete the form below and our team will be in touch.
If you'd like to explore any of the solutions discussed in the webinar, complete the form below and our team will be in touch.