For Immediate Release
Smartnumbers is pleased to announce that Lloyds Banking Group’s Complex Fraud and Investigations Team has won the “Change and Innovation Team of the Year (CX)” award at the UK National Contact Centre Awards 2025 for their counter-fraud efforts using Smartnumbers Protect.
This award recognises the team’s pioneering and transformative work in fraud prevention, placing the contact centre at the centre of efforts to stop organised crime.
Over the past year, using insight from the Smartnumbers platform, Lloyds’ team has:
- Moved from reacting to individual fraud incidents to tracking criminal networks
- Created a culture of intelligence sharing across the bank and with external partners
- Helped deliver £ millions in fraud savings by identifying fraud earlier in the customer journey
Jamie Melling, chief executive officer at Smartnumbers: “We are incredibly proud of our collaboration with the Lloyds team to help them transform the way they tackle fraud in the contact centre. This award reflects the team’s determination to disrupt financial crime and shows what is possible when teams challenge the status quo and focus on protecting people. Huge thanks to the team at Lloyds for your vision and partnership.”
Congratulations to everyone involved and thank you to the UK National Contact Centre Awards for the recognition.
About Smartnumbers
We help companies in the fight against fraud.
Our solutions help protect organisations from downstream fraud by ensuring the contact centre stays secure.
Our cloud-based platform – Smartnumbers Protect – analyses call data, caller behaviour and details on known fraudsters shared by our customers to assign a risk rating to incoming calls. Post-call analysis helps contact centres identify fraudulent activity, protect customer accounts and prevent downstream fraud.
Through the Smartnumbers Consortium, our community of customers and partners share intelligence in real time on the fraudsters they know, enabling them to play an essential role in disrupting organised crime. Organisations are also able to connect and collaborate through Smartnumbers Consortium events.
