Phone Number & Voice Spoofing: Protect Your Enterprise

February 7, 2019

Phone number spoofing is a known problem, one that has been around for years and addressable via solutions from companies such as Pindrop that help determine the probability that the caller’s number is legitimate. Through white and black lists of phone numbers, testing network delay, and other audio heuristics, the confidence rates are in the high 90s. For instance, if a call comes in from a U.S. area code, but the network delay is longer than 100 milliseconds, then odds are high that the caller is really overseas.

This technology is beneficial in contact centers. Enterprise call centers deploy this technology to reduce the number of security questions they must ask, in turn reducing the average call handle time and providing a better caller experience.

A newer problem, thanks to artificial intelligence (AI) in the speech world, is voice spoofing…

February 6, 2019

A week and a half ago, my 92-year-old father received a call from his eldest granddaughter. “Hi Grandpa, how are you feeling?” she asked. He responded that he was doing well, and that his most recent doctor appointments had gone as expected. “Was there any new news after your last hospitalization?” she went on to inquire. “No, it is the same situation, but look, I am 92 years old, so these things are to be expected. How are you doing?” Then the conversation shifted.

She shared that she had been arrested for speeding, and that while the police were willing to release her, she needed money to pay the ticket before they would do so. “I’m really in trouble, Grandpa. Can you help me out? I need $750 sent right away.” Having been well prepped in telephone security and scams by his daughter (me!), he then asked “Kelly, what authorities pulled you over?” She shared that she was in Iowa and that a local constabulary had her in their offices. He immediately hung up. He has no granddaughter named Kelly.

September 26, 2018

As you’re driving into work, you witness a horrific crash in the lane next to you. Quickly, you grab your cell phone and dial 911. Expecting to hear the 911 call center, you’re confused by the busy signal you receive instead. Assuming you misdialed, you quickly press end, and redial. Again, a busy signal. And suddenly you are paralyzed, not certain what to do or how to get the help you need…

April 9, 2018

Enterprise Connect 2018 is officially behind us, a week jam-packed with product news delivered from a host of the 190+ exhibitors on the show floor.

While some of the industry’s heavy hitters shared their messages from the main stage (like Microsoft’s updates to its Teams ecosystem and 8×8’s blended UC and contact center offering), plenty of other announcements warrant attention, too. Because, as EC18 GM Eric Krapf wrote on No Jitter last week, “there’s not much in our industry today that can’t be considered a hot technology.” With that in mind, here’s a roundup of some of the news coming out of EC18…