Inbound Contact Center Voice Security Solutions

TNS Enterprise Voice Security secures inbound contact center traffic, enhances call agent productivity, and helps reduce enterprise risk from emerging fraud tactics

Transaction Network Services (TNS), a telecom industry leader in call authentication and robocall mitigation, today launched TNS Enterprise Voice Security, a comprehensive suite of call authentication applications designed to protect enterprises from evolving contact center fraud tactics - including vishing, AI voice cloning, customer impersonation and IVR mining.

Bad actors are increasingly targeting contact centers of mid-to-large enterprises, launching convincing vishing and Telephony Denial of Service (TDoS) attacks that exploit security weaknesses within Interactive Voice Response (IVR) systems and voice networks. With 9.8% of all inbound voice traffic classified as threatening, these attacks have become an enterprise-wide concern for Chief Information Security Officers, contact center leadership and the C-Suite.

"While IT and security leaders for 'high-touch' industry enterprises and CCaaS providers have made significant investments to protect data networks and email systems, voice channels, specifically inbound traffic, have historically been overlooked in terms of cybersecurity investment," said Seth Walton, General Manager, TNS Communications Market. "TNS Enterprise Voice Security secures inbound call traffic to facilitate 360-degree call protection, ensuring enterprises safeguard their customers from fraud and identity theft."

TNS Enterprise Voice Security is made up of two critical capabilities - TNS Voice Firewall and TNS Inbound Authentication - wrapped with TNS' industry leading managed services provision. Designed to operate in a zero-trust framework that meets cybersecurity and regulatory compliance, the solution delivers powerful capabilities to enterprises and CCaaS providers, including:

• 360 Degree Call Protection: TNS Enterprise Voice Security addresses a crucial gap in enterprise security by safeguarding inbound voice traffic. Utilizing TNS' industry-leading spam detection algorithms, this solution eliminates the need for costly and cumbersome voice signature authentication in contact centers. It effectively blocks spam and spoofed calls, enforces a zero-trust policy by generating a reputation score for each call, and ultimately detects deepfake voices.
• IVR System Protection: TNS Voice Firewall identifies and immediately blocks robocalls, spam, TDoS attacks, and impersonation scams. With TNS' AI capabilities, the solution automatically blocks suspicious, silent AI bot calls to secure enterprises' business lines and contact centers from disruption, fraud and abuse.
• Enhances Contact Center Agent Efficiency: Spam and fraud attempts consume valuable agent time as bad actors try to bypass knowledge-based prompts, frustrating both customers and support teams. TNS Inbound Authentication shifts knowledge-based authentication to passive authentication through its call verification API, helping to reduce call queue congestion and agent workload, streamline operational costs and improve customer experience.
• Enterprise-Wide Call Monitoring: For greater insight into enterprise calling activity, TNS provides businesses with proactive monitoring of real-time attacks and malicious calls. The TNS support team collaborates closely with the enterprise to manage the day-to-day operations of inbound call security, helping to ensure that malicious actors are kept out of contact center networks.

Built as a solution that enterprises can easily scale globally, TNS Enterprise Voice Security suite will empower the cyber security strategy of inbound voice security, protecting against vishing, AI voice cloning, customer impersonation, and IVR mining as well as evolving Contact Center fraud. For contact center enterprises and CCaaS providers looking to strengthen inbound voice security, visit Enterprise Voice Security | TNS to learn more.