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June 13th, 2019

Stopping virtual calling services that support account takeovers

The key to spoofing contact centers is to trick authentication systems or agents into believing that you are someone you are not. There are many telephone spoofing tools available that support these efforts, but call centers are getting better at identifying which calls are legitimate and which ones are spoofed.

This may explain why fraudsters are moving from spoofing tools to virtual calling services like Skype and Google Voice, as well as other mobile phone applications such as Burner and Hushed, to take over legitimate bank accounts. The thing crooks like about these services is that their calls are 100 percent legitimate, but their true identities are untraceable.

For example, Google Voice calls are not tied to a unique physical device, which means they should never receive an ownership authentication credential. No virtual call should ever be authenticated as a physical token.

Using patented telephone network forensics to authenticate inbound calls, TRUSTID’s Pre-Answer Caller Authentication solution stops the two most common techniques used by criminals to attempt account takeovers — spoofing tools and virtual calling services.

Here’s how it works.

When a call comes in from a legitimate phone line, TRUSTID uses the ownership token of that device to automatically verify the telephone. This process takes milliseconds, and is completed while the phone is still ringing.

When this happens, a validated call can instantly be routed to a call center agent, who greets the customer once they pick up without having to interrogate them with a bunch of knowledge-based authentication (KBA) questions. Validating calls before they are picked up not only creates a more secure telephone environment, it makes for a better overall experience for your good customers.

Now, if an incoming call is spoofed or cannot be authenticated before the call is answered, it creates a red flag. This means the call can be risky or potentially fraudulent. Instant of simply routing an unvalidated call to an agent, the call goes to a team for further review.

Pre-answer caller authentication tools provide another step that contact centers can use to quickly and accurately verify calls at a critical time in the authentication process — before the call is picked up. Doing so at this critical juncture is important because it doesn’t put organizations in a position to become susceptible to advanced social engineering scams.

With TRUSTID, contact centers have the ability to authenticate legitimate calls and prevent the authentication of spoofed calls engineered by virtual callings services and mobile phone applications. And the best part is, we do it in real time.

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