Banks and credit unions now have a reliable defense against fraudsters targeting their call center systems, thanks to the ViA® Fraud Control Module announced by Enacomm today. Enacomm is a leading provider of intelligent customer interactions solutions and security technology for financial institutions and credit card companies.
The Fraud Control Module builds upon Enacomm’s Virtual Interactive Analyst (ViA) offering, which is an analytics tool for call centers featuring real-time IVR, web, mobile, SMS, CTI and quality reporting, monitoring, and alerting. Drawing from data collected by ViA, the sophisticated add-in module allows users to set up fraud rules related to PIN changes, number of accounts and or cards per individual, authentication failures, card-to-card transfers, and many other caller behaviors within the IVR system.
“Every year, criminals infiltrate banking systems, leading to significant losses for financial institutions,” commented Enacomm Chief Executive Officer Michael Boukadakis. “Enacomm’s Fraud Control Module equips financial organizations with the protections they need to thwart attacks – prevention is far more viable than recovery once the damage is done.”
Enacomm’s Fraud Control Module is customer-driven, giving organizations the flexibility to create unique fraud rules and choose associated action sets to immediately counteract suspicious activity. Automatic notification of user-designated entities can be configured to take place when a caller trips a specific fraud rule, such as more than 5 account entry errors within an hour. In response to questionable activity within the IVR, the module can be programmed to:
• Immediately terminate the call
• Play additional custom authentication messages
• Send emails and SMS text messages to flag an organization’s risk management or fraud group
• Limit caller functions in the IVR
• Transfer callers to a specific customer service number or group of numbers
Adopters of Enacomm’s ViA Fraud Control Module can also set default behavior for how the IVR handles a suspected or confirmed fraudster the next time he calls into the system. For instance, fraud rules can detect and automatically remove the card-to-card transfer menu option from an alleged fraudster’s IVR experience.
“It’s eye-opening to see the rule violations pop up when the ViA Fraud Control Module is turned on,” shared David Jackson, Enacomm Chief Operating Officer. “We’ve seen everything from 50 attempted PIN changes a day to 6 or more invalid card failures with 3 different cards within an hour.”
To optimize risk assessment on an ongoing basis, fraud records and fraud notifications are automatically generated by the Fraud Control Module 24 hours a day, 7 days a week. This enables organizations to make decisions about how to handle each suspected or confirmed fraudster based on detailed interaction records. A probable fraudster, for example, could be automatically routed to a company’s risk management department if he tries to activate a card.
“Analytics-based control functions that continually monitor all IVR call records for red flags can systematically root out fraud,” stated Jackson. “A high number of card-to-card transfers, let’s say, is often a sign of attempted money laundering.”
Enacomm’s ViA Fraud Control Module includes a “White List” option that exempts specified individuals, such as company employees, from being subject to the IVR system’s fraud rules. The module’s tools can also be used for behavior unrelated to fraud, such as a caller who calls the IVR system 10 times within an hour.