In fraud prevention, speed and collaboration can make the difference between catching a fraudster and letting them slip through the net. That’s why we’ve made sure sharing insight on known fraudsters in Smartnumbers Protect is quick, easy and secure, writes May Lin Tye.
Accurate and timely intelligence is crucial for fraud investigators to make confident decisions about potential fraud. Access to insight from peers about numbers used by fraudsters needs to be easy and seamless. Manual processes or the hassle of making a call to discuss consumes precious time and adds to an already heavy workload.
For users of Smartnumbers Protect, we address this challenge with a capability called ‘Intelligence Requests’. Intelligence Requests is a secure, compliant chat feature that enables fraud investigators from all the different companies using the platform (aka consortium members) to communicate with each other directly. Queries about numbers on the consortium denylist can be discussed and resolved quickly all within the platform.
We’ve seen magic happen when we bring together our consortium members at our face to face events, so we know there is huge value in having direct communication. It makes it so much easier to understand each other’s ways of working and share ideas and trends. And it helps investigators track down criminals faster.
This is why it makes total sense that we would enable the same people to continue their conversations easily within the platform too.
For more details on contact centre fraud prevention best practice, read our guide.
For those who like the details, here’s how Intelligence Requests work.
Intelligence Requests give users the ability to open a conversation with other consortium members directly from a consortium denylist entry. There is no need to leave the platform orgo through Smartnumbers support to get answers.
Smartnumbers Protect users can:
- Start a request directly from a denylisted call, via the Consortium Intelligence section
- Message the consortium members who have added the number to the denylist
- Discuss in real-time to understand why the number was denylisted, and decide whether the number should stay or be removed
- Rest assured all messages are screened for Personally Identifiable Information (PII), helping you stay compliant
The result? A secure and seamless way to raise queries with other consortium members and ensure greater transparency.
Fraudsters don’t work in silos so fraud investigators should not either. With Intelligence Requests, we’re making it easier for Smartnumbers Protect users to work together, make faster decisions and stay one step ahead.
For more on how the consortium features in Smartnumbers Protect facilitate collaboration, you can also read our blog, Smartnumbers Consortium: the power of community.
Got questions or feedback? Reach out to support@smartnumbers.com — we’d love to hear how Intelligence Requests are helping you.
