Extra intelligence to help find fraudsters in the contact centre
Genesys Cloud helps deliver fast, personalised customer service at scale. But as fraudsters target voice channels to exploit weak points, it is essential to strengthen security without compromising experience. Smartnumbers adds an invisible layer of fraud intelligence to your Genesys platform, protecting your customers and agents on every call.
Add robust fraud prevention from Smartnumbers to your Genesys Cloud powered contact centre to protect your customers’ trust in you.
Why early fraud detection matters in your contact centre
Contact centres are increasingly targeted by fraudsters attempting to steal your customers’ data and take over their accounts. Without early detection, these threats often go unnoticed until damage is done.
How Smartnumbers Protect secures Genesys Cloud contact centres:
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Flags suspicious calls before they are answered
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Analyses call metadata and threat intelligence for real-time risk scoring
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Integrates directly with Genesys Cloud via secure APIs
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Operates silently in the background, with no disruption to agents
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Continuously updated with cross-sector intelligence that investigators can use to prevent fraud
Here’s how we integrate
Smartnumbers has developed a straightforward API-based integration that enables real-time call risk analysis for inbound calls within the Genesys Cloud CCaaS environment. This integration helps organisations make smarter routing decisions, trigger automated actions, and strengthen fraud prevention.
How it works
- Genesys Cloud captures inbound call signalling from SIP INVITE headers
- These attributes are securely sent to the Smartnumbers RESTful API endpoint
- The Smartnumbers risk engine analyses the call and returns a decision with risk indicators and metadata
- Smartnumbers call intelligence can be embedded in Genesys workflows such as routing strategies, agent desktops, or automated actions
Genesys also supports a Bring Your Own Carrier (BYOC) model, which provides non-API based connectivity:
- BT GSIP: A dedicated interconnect with BT’s core network
- Third-party carriers: Leveraging Smartnumbers’ PSTN carrier capabilities
We’re proven and trusted by our customers
From banks to telecoms, Smartnumbers protects millions of calls every day. Our Genesys integration delivers robust fraud protection without changing agent workflows or customer experience.
Genesys Cloud customers using Smartnumbers can:
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Reduce fraud attempts by up to 90%
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Prevent account takeovers and data leakage
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Improves contact centre security without affecting service
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Access wider intelligence provided by other companies using Smartnumbers
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Protect customer experience and brand reputation
