Vonage Unveils Agentforce Identity Insights & Fraud Detection

Vonage, a part of Ericsson, has introduced Vonage Agentforce Identity Insights and Fraud Detection, a new AI-powered solution that strengthens customer verification and fraud prevention within contact centers. This innovative launch provides real-time insights for agents to detect fraud risks, validate customers, and confirm communication channels—helping organizations improve both security and customer experience simultaneously.

The solution combines Vonage Communications APIs and Network APIs, enabling users of Vonage’s Contact Center as a Service (CCaaS)—Vonage Premier for Salesforce Voice—to seamlessly enhance agent productivity and deliver secure, personalized interactions within Agentforce and across Salesforce workflows.

Empowering Agents with Secure, Smart Workflows

By integrating Vonage Identity Insights and Fraud Detection APIs, the platform allows agents and AI to collaborate effectively to improve contact center outcomes. Features such as SIM Swap checks, powered by Vonage’s Network APIs, help organizations identify potentially fraudulent numbers, validate mobile lines before communication, and automatically verify contacts during lead creation to maintain high-quality data and reduce risks.

David Myron, Principal Analyst of Customer Engagement at Omdia, emphasized, “CX and security are critical to every business' 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. 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.”

Kishan Chetan, EVP & GM of Agentforce Service at Salesforce, added, “Agentforce provides the foundation for partners like Vonage to transform the agent experience bringing together real-time data, automation and AI insights. 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 center customers.”

Streamlining Validation and Engagement

The new solution helps organizations verify number validity to prioritize genuine customers, identify the most effective communication channels, and eliminate invalid leads. Rich phone intelligence—including number type, carrier details, SIM swap status, and caller ID—enables agents to detect fraud, automate verification, and streamline engagement through preferred channels like SMS, WhatsApp, or calls.

Built on programmable APIs, the platform integrates effortlessly into contact center workflows. It automates verification, boosts agent efficiency, and reduces incomplete calls by ensuring accuracy and actionable insights on valid numbers.

Reggie Scales, President and Head of Applications at Vonage, stated, “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. 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.”

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