artificial intelligence customer experience management
Published on : Oct 14, 2025
Vonage, a part of Ericsson (NASDAQ: ERIC), has launched Vonage Agentforce Identity Insights and Fraud Detection, a powerful new solution built to help contact centers identify fraud, verify customers, and validate communication channels — all in real time. Powered by Vonage Communications APIs and Network APIs, the solution integrates directly into Salesforce Agentforce, delivering seamless fraud prevention and efficiency for agents using Vonage Premier for Salesforce Voice.
The new offering introduces a crucial balance between customer experience and security — two goals that often clash in fast-paced contact centers. By using Identity Insights and Fraud Detection APIs, the system enables AI and human agents to collaborate on fraud prevention without slowing operations.
With real-time intelligence such as SIM Swap checks, agents can automatically flag potentially fraudulent numbers, validate contacts before outreach, and verify numbers during lead creation — improving both lead quality and trust.
“CX and security are critical to every business’ success, and today’s customers demand both,” said David Myron, Principal Analyst at Omdia. “By leveraging network intelligence, Vonage Agentforce Identity Insights and Fraud Detection offers a seamless verification process that’s invisible to customers — tackling fraud while maintaining loyalty.”
Kishan Chetan, EVP & GM of Agentforce Service at Salesforce, added, “Agentforce provides the foundation for partners like Vonage to transform the agent experience by combining real-time data, automation, and AI insights. The network capabilities embedded in Identity Insights and Fraud Detection bridge the gap between CX and security for our joint customers.”
This integration ensures organizations can verify number validity, confirm number types, and identify the most effective communication channel — mobile or landline — for each customer.
The Vonage solution offers a detailed layer of phone intelligence, including number type, carrier, validity, caller ID name, and SIM swap status. This allows contact centers to:
Detect potential fraud through SIM swap monitoring and alert escalation.
Verify identities by matching caller ID with CRM records, securing interactions without customer friction.
Optimize outreach by automating messages for mobile users and targeting landline customers through calls.
Enhance lead quality by validating phone numbers at creation, eliminating outdated contacts.
Boost engagement by sending reminders and notifications only to verified numbers.
By embedding programmable APIs directly into existing workflows, Vonage’s solution reduces manual verification steps, enabling agents to focus on complex cases. Actionable data appears instantly within Agentforce, helping teams avoid failed outreach and incomplete calls caused by invalid or inactive numbers.
“Fraud continues to be an ongoing challenge for businesses in today’s digital landscape, underscoring the need for constant innovation in prevention technologies,” said Reggie Scales, President and Head of Applications at Vonage. “With Vonage Agentforce Identity Insights and Fraud Detection, we’re giving agents the tools to automate verification at scale. Leveraging programmable capabilities and network intelligence is the new frontier of fraud protection.”
As contact centers increasingly rely on AI-driven workflows, Vonage’s new solution represents a significant step toward real-time, embedded trust — where fraud prevention happens invisibly, and customer experience never takes a hit.
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