Vonage, an Ericsson company, has introduced a new AI-powered fraud detection and identity verification solution designed specifically for contact centers. The Agentforce Identity Insights and Fraud Detection tool integrates with Vonage’s Agentforce platform and Salesforce workflows to provide real-time fraud detection, customer verification, and communication channel validation capabilities. The launch comes at a critical time, as SIM swap fraud incidents have increased by over 1,000 percent in recent years.
The solution uses Vonage Communications and Network APIs to deliver several core functionalities, including SIM swap detection to identify potentially compromised phone numbers, number validity verification for outbound communications, and carrier and caller ID data enrichment. The system also automates number verification processes and optimizes routing for SMS and WhatsApp communications, addressing growing concerns about emerging WhatsApp-based security threats.
Integrated within Vonage Premier for Salesforce Voice and available through the Salesforce AppExchange, the tool supports both human and AI agents by generating alerts for potential fraud attempts during customer interactions and triggering additional authentication measures when necessary. The integration is particularly significant given recent security incidents involving Salesforce-connected systems.
“Fraud continues to be an ongoing challenge for businesses in today’s evolving digital landscape, underscoring the need for constant innovation in prevention and detection technologies,” said Reggie Scales, President and Head of Applications for Vonage. “With Vonage Identity Insights for Agentforce, we are putting the power to combat these risks directly into the hands of those on the frontlines of the contact center: agents…. This is a major breakthrough, leading the way for all businesses to tackle fraud prevention head on, while continuing to foster the kind of customer experience that drives lasting loyalty.”
The launch corresponds with increased cybersecurity concerns surrounding Salesforce Service Cloud users, following FBI warnings about targeted attacks. The solution aims to protect customers by embedding fraud detection capabilities directly within contact center workflows, similar to approaches seen in other recent contact center security innovations that combine mobile verification with biometric authentication.
Vonage demonstrated the new technology at Dreamforce 2025, showcasing its approach to combining AI, communications APIs, and network intelligence for secure customer interactions while maintaining agent productivity and customer experience quality. The development follows industry trends toward implementing more robust telecommunications network data sharing and API integration to combat mobile fraud.
Sources: StockTitan, PR Newswire, CX Today
