Building a Safer Contact Centre Environment | CGI | Smartnumbers Consortium 2024

What can the Smartnumbers platform really do?

That’s what Chris De Souza, Director of Business Consulting at CGI, wanted to know before attending the Smartnumbers Consortium 2024. We spoke to him at this year’s event to find out more and hear about some of the threats faced by contact centres today.

De Souza explores the real-world applications of the Smartnumbers platform and he emphasises the often-overlooked threat of traditional voice calls in the digital age.

Watch the video or read on to find out more.

A resounding testimonial

De Souza, who was first introduced to Smartnumbers six months ago, expresses his initial amazement at how effectively the platform combats fraud across various industries. His enthusiasm wasn’t solely rooted in the platform’s promise though; he was eager to explore real-world applications and the tangible benefits experienced by customers. De Souza highlighted key areas of interest in coming to the event, particularly how organisations are integrating Smartnumbers into their contact centres and the feedback from both customers and team members regarding its effectiveness.

De Souza underscored the often-overlooked threat that traditional voice calls pose in the modern digital landscape, something we’ve discussed in previous videos, where phishing emails and dubious links typically dominate discussions around cybersecurity. Despite the digital age’s focus on online fraud, contact centres remain vulnerable due to their inherently human elements. Fraudsters are increasingly targeting these centres, exploiting both the personnel and the systems designed to protect vulnerable customers. De Souza pointed out that while much attention is paid to digital crime, the human factor in voice communications continues to be a significant weak point. His insights shed light on the crucial role that platforms like Smartnumbers play in bolstering security in environments where human interaction is central.

The frontline against fraud

Additionally, De Souza expressed a deep interest in understanding how contact centres, often the frontline of customer interaction, are deploying Smartnumbers to safeguard against fraud. He was particularly keen on learning about the specific strategies these centres are using and the results they’ve seen so far. His curiosity around how contact centres deploying Smartnumbers to safeguard against fraud, extends to how team members within these centres perceive the platform and its effectiveness in reducing fraud-related incidents. By gathering insights from those who are directly implementing and benefiting from the platform, De Souza aims to paint a clearer picture of Smartnumbers’ real-world impact beyond the theoretical benefits.

The reflections above further expose the intersection of technology and human vulnerability in the fight against fraud. His focus on practical, customer-driven outcomes highlights the importance of not just innovative solutions, but also the real-world results they deliver in protecting both businesses and their customers from the ever-evolving threats posed by fraudsters.

Be sure to check out more videos from the event, right here.