Vonage Launches Agentforce Identity Insights and Fraud Detection

Vonage has launched a new AI-driven solution: Vonage Agentforce Identity Insights and Fraud Detection.

Integrated within Agentforce and Salesforce workflows, the tool helps agents detect fraud risks, verify customer identities, and validate communication channels in real time.

Built on Vonage’s Communications and Network APIs, the solution combines automation with actionable intelligence to support a range of use cases – from detecting SIM swap activity and validating mobile numbers to verifying lead data and optimizing outreach channels.

Agents can access details such as number type, carrier, validity, caller ID name, and SIM swap status directly within their existing workflows.

By automating verification processes and surfacing key insights, the new capabilities help reduce manual checks, minimize incomplete calls, and enable more focused, secure, and effective customer interactions.

“CX and security are critical to every business’s success and today’s customers demand both. At the same time, security measures can often slow down processes at the cost of customer experience, leaving many organizations to navigate the challenge of finding ways to marry the two,” said David Myron, Principal Analyst, Customer Engagement for Omdia. “By leveraging network intelligence, Vonage Agentforce Identity Insights and Fraud Detection offers a seamless and automated verification process that is completely invisible to the customer. This paves the way for all businesses to tackle fraud prevention head on, while continuing to foster the kind of customer experience that drives lasting loyalty.”

“Agentforce provides the foundation for partners like Vonage to transform the agent experience bringing together real-time data, automation and AI insights,” said Kishan Chetan, EVP & GM, Agentforce Service at Salesforce. “The network capabilities Vonage is able to embed in Identity Insights and Fraud Detection bridges the gap between CX and security for our joint contact centre customers.”

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Vonage is redefining business communications, helping enterprises use fully-integrated unified communications, contact centre and programmable communications solutions via APIs.

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Author: Hannah Swankie
Reviewed by: Rachael Trickey