The SolutionHow South African banks can disrupt organised fraud in contact centres
South African banks wishing to get on top of financial crime risk should monitor activity in their contact centres. SABRIC’s reported 86% surge in digital banking fraud last year, with losses reaching R1.9 billion, might not at first glance look like a contact centre issue – but it probably is.
Our new report reveals how criminals exploit contact centres to harvest customer details, validate stolen data, and execute sophisticated account takeover and APP scams. With 68% of fraud cases targeting multiple companies simultaneously, and AI-enabled attacks completing in an average of 95 seconds, the challenge is clear.
In a world where fraudsters operate across organisations at scale and speed, our best defence is to collaborate better and faster than they do.
WHAT’S INSIDE
The Challenge
- Why undetected fraudsters are targeting contact centres
- How criminals have become increasingly organised
- The six essential elements needed to spot fraudsters in the contact centre
- How AI is enabling automated attacks on a massive scale
The Smartnumbers Solution
- Pre-answer analysis: Real-time caller identification and risk scoring before calls reach agents
- Post-call investigation: Access to shared intelligence for comprehensive fraud investigations
- The power of the Smartnumbers Consortium: Cross-sector collaboration to disrupt organised crime
Three Key Benefits
- Real-time access to shared intelligence – Gain greater insight into organised crime activity and create fraudster profiles with phone numbers and tactics
- Identify unknown callers – Spot and flag early signs of fraud before fraudsters gain access to customer accounts
- Prevent fraud losses – Investigate high risk cases and gather insight that supports wider fraud investigations
