PROTECT & OPTIMIZE THE VOICE CHANNEL

Omni-Channel Excellence is Highly Dependent on Voice

Yet, many organizations are struggling with call flows which are overwhelmed with unwanted traffic (robocalls, spoof calls, voice spam storms and more).

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Protecting Voice in the Contact Center

Understanding the Types of Unwanted Traffic in your Call Flow

Top 3 Impacts of Unwanted Voice Traffic on the Contact Center

VTF, the most powerful, award-winning solution for Voice Threat Defense

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Your most important communication channel has become the favorite target of cybercriminals.

Unwanted Voice Traffic is diminishing the Customer Experience, Call Initiation, Agent Productivity and overall Contact Center Performance while putting the entire organization at increased risk. It is time to understand this hidden, yet escalating problem and protect our most important communication channel, Voice.

Understanding the Types of Unwanted Traffic in your Call Flow

ROBOCALLS

NUISANCE / NEFARIOUS

Appointment reminders, flight cancellations, and other informational calls are legitimate forms of robocalls. However, illegitimate players are leveraging Voice over Internet (VoIP) technology to generate thousands of robocalls to random numbers from an auto dialer.

SPOOF CALLS

NEFARIOUS

Spoof Calling is when you receive a call from a phone number that looks similar to your area code and exchange (the first six digits of your phone number) or a caller ID displaying the name of a nearby town or local business. However, the person on the other end is neither a neighbor nor legitimate business caller. The caller is typically a spammer trying to lure you into a scam.

VOICE SPAM

NUISANCE / NEFARIOUS

The term voice spam is the blanket term that refers to any sort of unsolicited/unwanted phone calls. Under the Voice Spam umbrella comes many forms of unwanted calls, ranging from computer generated robocalls to potentially dangerous scam calls or phishing schemes trying to ascertain your private information.

VISHING

NEFARIOUS

Vishing attacks are directed at specific individuals and employ social engineering techniques, often in combination with spoofed caller IDs and personal information gained through other hacking attacks. They manipulate the call recipient into a false sense of trust in order to extract from them sensitive or protected information.

VOICE SPAM STORMS

NEFARIOUS

A sudden influx of auto-generated scam robocalls targeting a specific population or, in the enterprise, a range of internal numbers (DIDs) with the intent to commit fraud, disrupt normal communications, or as part of a call center toll-fraud scheme.

SOCIAL ENGINEERING

NEFARIOUS

An attack on a targeted individual from a live caller impersonating a trusted source. The threat agent uses personal information about their victim to boost credibility, then applies psychological manipulation to trick them into divulging protected information.

We remove all of these at the network edge.

Why has the Contact Center become a key target?

Your Telephone System is an open pathway into the organization, 24 x 7 x 365
Your Agents must answer the phone, which is guarenteed Initial Access to a threat actor.
Agents are service focused on being helpful to the caller, which create a ripe scenario for highly-trained threat actors.
Most Contact Centers have no technical controls, or solutions, which protect the voice channel. Humans who answer the business telephone are focused on being helpful

Top 3 Impacts of Unwanted Voice Traffic on the Contact Center

Inaccurate KPIs & Metrics

Many of a Contact Centers most important KPIs and Metrics include phone call data as key components. When an organization’s call data includes significant unwanted calls, the resulting numbers are suspect and should not be relied upon for organizational oversight and decision-making.

Diminished Customer Experience (CX)

Unwanted and illegitimate calls pull your time and attention away from the customers who need your help the most. From clogging up your phone queues to frustrating your agents, the negative impact of nuisance and nefarious calls has both direct and indirect consequences which can tank customer satisfaction, agent empathy and service focus.

Agents as Protectors of the Enterprise

Through the phone, highly-trained cyber criminals and bad actors have direct access to your people, and no matter how much security awareness training your team has gone through, Agents are inherently customer service focused and empathetic. Should Agents be your key protector against those out to do your business harm?

Voice Threat Insights…

Monthly Robocalls USA

5.4B

(26.7% MoM Increase)

Voice Phishing Attacks

550%

(YoY Growth in Attacks)

Top Attack Type in 2022

Social Engineering

Avg Bad Voice Traffic

9.82%

(All Industries)