Spoofing & Authentication
Caller ID Spoofing
Contact centers get calls from spoofed phone numbers all day. It's the reason your list of security questions is a mile long. Well, what if your agents could spend more time listening to customers, and less time asking for the last four of their social?
We authenticate (ensure the person calling is who they say they are) calls quickly so you can service more customers, faster, and with fewer agents.
What is Caller ID Spoofing?
Spoofing means the phone number that shows up on Caller ID is not the actual originating phone number.
In other words, Caller ID says 555-5555, but the call is actually coming from 444-4444. It's the same concept as “Caller ID Spoofing,” “Calling Number Spoofing,” and similar terms.
Some spoofing is legitimate, like when your Uber driver calls you from her phone to confirm a pickup, and her mobile number is obscured for privacy. But most spoofing activity is used for malicious calls.
The days of trusting Caller ID are long gone.
The Current Spoofing Threat
- 2 billion+ Spoofed Robocalls are placed each month
- 27 million+ consumers are the victims of phone scams each year
- $7 billion+ is lost to phone scams every year
- 250,000 complaints about Robocalls and other scams are reported every 2 weeks
Spoofing on its own is not an attack, but it's a go-to tactic for bad actors out to fool individuals, corporations, and call authentication software. It makes other forms of attack harder to defeat.
A spoofed 911 call can literally send a police SWAT team to the home of an innocent bystander. Why? Either to retaliate against an uncooperative scam victim, or to distract law enforcement from criminal activity elsewhere.
In this form of financial fraud the attacker calls a financial contact center and attempts to take over legitimate users' accounts for the purpose of extracting funds. Spoofing to the victim's home phone number is one way to appear more legitimate.
No industry, no individual, no corporation is immune to Caller ID Spoofing.
Call centers and other enterprise phone systems are at an increased risk of Caller ID Spoofing attacks.
A U.S. nation-wide banking institution experienced call pumping attacks in the form of thousands of calls into the bank’s 1-800 contact center numbers.
A large, U.S. regional banking institution was the target of several Telephony Denial of Service (TDoS) attacks, resulting in the loss of all telephone/voice services across multiple retail branch locations for an extended period.
A large regional financial institution and its customers were victims of phone-based financial fraud and account takeover attacks inside the bank’s national contact center operation.
A nation-wide healthcare corporation was receiving urgent, weekly reports of Telephony Denial of Service (TDoS) attacks from many of its more than 250 member hospitals across the U.S.
An international financial credit rating organization discovered that there were plans to use social media to organize a flash-mob Telephony Denial of Service (TDoS) attack against its voice systems and services.