Vonage is tightening the screws on contact centre fraud with its latest launch – Vonage Agentforce Identity Insights and Fraud Detection – an AI-powered tool built to help agents detect and prevent fraud without slowing down customer interactions.
The new solution is designed to identify and mitigate fraud risks, verify customers, and validate communications channels in real time – all within Salesforce’s Agentforce platform.
It combines Vonage’s expertise in Communications and Network APIs to create an AI-driven layer of intelligence across the contact centre ecosystem.
“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.
“The power of Network APIs is enabling smarter use cases that can be deployed at scale with embedded trust. With Vonage Agentforce Identity Insights and Fraud Detection, we are putting the power to combat these risks directly into the hands of those on the frontlines of the contact center – agents.”
“Empowering today’s agents to automate verification processes at scale by leveraging programmable capabilities and network intelligence is the new frontier of fraud protection.”
Tackling Fraud Without Compromising Experience
Fraud remains one of the most persistent challenges for businesses operating in digital and voice-first environments. SIM swaps, spoofed calls, and number manipulation continue to undermine trust between brands and consumers.
Traditionally, fighting fraud has meant introducing extra verification steps – often at the cost of customer experience.
Vonage’s new Agentforce Identity Insights and Fraud Detection offering aims to change that.
By embedding real-time verification, number intelligence, and fraud detection directly into Salesforce workflows, the solution allows agents to identify risks and verify legitimacy without adding friction for the customer.
AI, APIs, and Automation in Action
At the heart of the new solution are Vonage’s Identity Insights and Fraud Detection APIs, powered by the company’s expanding portfolio of Network APIs.
These capabilities use carrier-level intelligence to check for SIM swaps, validate number ownership, and ensure the accuracy of contact data – all critical functions in today’s high-volume contact centres.
Key use cases include:
- SIM swap detection – Automatically flagging numbers that have been recently swapped as potentially fraudulent.
- Number validation – Verifying mobile numbers before sending outbound SMS or placing calls.
- Lead quality assurance – Checking phone number validity at the moment of lead creation to eliminate invalid or outdated records.
- Channel optimisation – Identifying number type (mobile, landline, VoIP) to target customers with the most effective communications method.
This level of insight allows contact centers to reduce manual verification steps, optimise outbound engagement, and prioritize legitimate leads – all while reducing the risk of fraud-related losses.
Vonage’s solution is built for Agentforce, Salesforce’s platform for AI-powered agent productivity and automation. Through this integration, agents can view actionable insights on verified or high-priority numbers directly within their existing Salesforce environment.
Kishan Chetan, EVP & GM of Agentforce Service at Salesforce outlined his views:
“Agentforce provides the foundation for partners like Vonage to transform the agent experience by bringing together real-time data, automation, and AI insights.”
The solution aims to allow agents focus on high-value tasks and more complex interactions, enhancing both efficiency and job satisfaction.
It also helps reduce incomplete or failed calls by ensuring that all outbound activity targets valid, verified numbers.
What This Means for IT and CX Leaders
For IT decision-makers and customer experience leaders, Vonage’s latest announcement signals a shift in how organisations can approach identity assurance and fraud management.
Instead of relying solely on external verification vendors or post-fraud analytics, companies can now integrate real-time network intelligence directly into existing CRM and contact centre environments.
This evolution aligns with a broader trend in enterprise communications: the convergence of AI, programmable APIs, and telecom-grade data.
By embedding these capabilities within Salesforce workflows, IT leaders gain greater control over data accuracy, compliance, and customer trust – without adding complexity or cost.
For CX leaders, it represents an opportunity to enhance both efficiency and engagement.
Automated number validation and risk assessment allow agents to focus on meaningful interactions, while customers benefit from faster, frictionless verification processes.
In an increasingly digital, fraud-prone environment, solutions like Vonage Agentforce Identity Insights and Fraud Detection may become essential to maintaining both customer confidence and operational resilience.
