CO2017003046A2 - Monitoreo anti-fraude de centro de contacto, detección y solución de prevención - Google Patents

Monitoreo anti-fraude de centro de contacto, detección y solución de prevención

Info

Publication number
CO2017003046A2
CO2017003046A2 CONC2017/0003046A CO2017003046A CO2017003046A2 CO 2017003046 A2 CO2017003046 A2 CO 2017003046A2 CO 2017003046 A CO2017003046 A CO 2017003046A CO 2017003046 A2 CO2017003046 A2 CO 2017003046A2
Authority
CO
Colombia
Prior art keywords
contact center
detection
fraud monitoring
prevention solution
center anti
Prior art date
Application number
CONC2017/0003046A
Other languages
English (en)
Inventor
Evan Davis
Mitch Felling
Lyle Hardy
Original Assignee
Teleperformance Se
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Teleperformance Se filed Critical Teleperformance Se
Publication of CO2017003046A2 publication Critical patent/CO2017003046A2/es

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/60—Aspects of automatic or semi-automatic exchanges related to security aspects in telephonic communication systems
    • H04M2203/6027—Fraud preventions

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Pinball Game Machines (AREA)
  • Telephonic Communication Services (AREA)
  • Debugging And Monitoring (AREA)
  • Alarm Systems (AREA)

Abstract

Se describe un método de detección de fraude. El método incluye determinar que un primer agente en una primera estación de trabajo de un centro de contacto no está en una llamada por primera vez. El centro de contacto incluye una pluralidad de estaciones de trabajo atendidos por una pluralidad de agentes. 10 El método incluye determinar que el primer agente está accediendo a un recurso con base en el cliente en la primera vez, en el que el recurso está asociado con un cliente. El método incluye la recolección de pruebas electrónicas de la primera estación de trabajo.
CONC2017/0003046A 2014-09-03 2017-03-29 Monitoreo anti-fraude de centro de contacto, detección y solución de prevención CO2017003046A2 (es)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
US201462045449P 2014-09-03 2014-09-03
US14/750,997 US9357058B2 (en) 2014-09-03 2015-06-25 Contact center anti-fraud monitoring, detection and prevention solution
PCT/US2015/048160 WO2016036865A1 (en) 2014-09-03 2015-09-02 Contact center anti-fraud monitoring, detection and prevention solution

Publications (1)

Publication Number Publication Date
CO2017003046A2 true CO2017003046A2 (es) 2017-06-30

Family

ID=55403974

Family Applications (1)

Application Number Title Priority Date Filing Date
CONC2017/0003046A CO2017003046A2 (es) 2014-09-03 2017-03-29 Monitoreo anti-fraude de centro de contacto, detección y solución de prevención

Country Status (13)

Country Link
US (1) US9357058B2 (es)
EP (1) EP3189653B1 (es)
CN (1) CN106797417B (es)
CA (1) CA2959995C (es)
CO (1) CO2017003046A2 (es)
DK (1) DK3189653T3 (es)
ES (1) ES2881251T3 (es)
LT (1) LT3189653T (es)
MX (1) MX2017002876A (es)
PH (1) PH12017500409A1 (es)
PL (1) PL3189653T3 (es)
PT (1) PT3189653T (es)
WO (1) WO2016036865A1 (es)

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US20160180277A1 (en) * 2014-12-17 2016-06-23 Avaya Inc. Automated responses to projected contact center agent fatigue and burnout
US9716790B2 (en) * 2015-07-31 2017-07-25 Avaya Inc. Communications between contact center agent systems to facilitate agent engagement
US9648171B1 (en) * 2016-05-23 2017-05-09 Intuit Inc. Emotion recognition to match support agents with customers
US9716791B1 (en) * 2016-05-27 2017-07-25 Avaya Inc. Systems and methods for detecting and reducing fraud in a contact center
RU2635275C1 (ru) * 2016-07-29 2017-11-09 Акционерное общество "Лаборатория Касперского" Система и способ выявления подозрительной активности пользователя при взаимодействии пользователя с различными банковскими сервисами
US10298682B2 (en) 2016-08-05 2019-05-21 Bank Of America Corporation Controlling device data collectors using omni-collection techniques
US10902147B2 (en) * 2016-11-04 2021-01-26 Intellisist, Inc. System and method for performing screen capture-based sensitive information protection within a call center environment
US10284724B2 (en) * 2017-04-05 2019-05-07 Teleperformance Se Context sensitive rule-based alerts for fraud monitoring
CN108174046A (zh) * 2017-11-10 2018-06-15 大连金慧融智科技股份有限公司 一种用于呼叫中心的人员监控系统及方法
US10609217B2 (en) * 2018-07-12 2020-03-31 Nice Ltd Method and system for automatic detection of agent availability to attend a schedule and reassignment thereof
CA3058956A1 (en) * 2018-10-18 2020-04-18 Evan DAVIS System and method for automatic indication of contact center status using an illumination device
US11310360B2 (en) * 2019-12-20 2022-04-19 Clear Labs Israel Ltd. System and methods thereof for real-time fraud detection of a telephone call transaction
WO2022020948A1 (en) * 2020-07-27 2022-02-03 Penfield.AI Inc. System and method for security analyst modeling and management
US11379765B2 (en) * 2020-11-25 2022-07-05 Bank Of America Corporation Occupancy prediction using real-time information
US20220368835A1 (en) * 2021-03-03 2022-11-17 Ji Shen Display with integrated camera
US11868596B2 (en) * 2021-07-28 2024-01-09 Capital One Services, Llc Color-based system for generating notifications
WO2023139367A1 (en) 2022-01-19 2023-07-27 Rewire Holding Ltd System and method for an antifraud scoring system

Family Cites Families (9)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
EP0636985B1 (en) * 1993-07-27 1998-04-08 International Business Machines Corporation Process monitoring in a multiprocessing server
US7430670B1 (en) * 1999-07-29 2008-09-30 Intertrust Technologies Corp. Software self-defense systems and methods
US7680263B2 (en) * 2004-07-29 2010-03-16 Nortel Networks Limited Agent detector, with optional agent recognition and log-in capabilities, and optional portable call history storage
US7738646B2 (en) * 2004-11-23 2010-06-15 Transera Communications, Inc. Method and system for monitoring and managing multi-sourced call centers
US8321437B2 (en) * 2005-12-29 2012-11-27 Nextlabs, Inc. Detecting behavioral patterns and anomalies using activity profiles
CN101075867A (zh) * 2007-06-19 2007-11-21 华为技术有限公司 电话信号的传输装置及方法
CN101819699A (zh) * 2009-02-27 2010-09-01 黄金富 自动打电话通知客户的银行卡帐户转帐支付的保安方法
US20110010219A1 (en) * 2009-07-10 2011-01-13 Iex Corporation Method and system for determining adherence to a workflow
CA2788990A1 (en) * 2010-02-18 2011-08-25 Sa Ignite, Inc. Systems and methods for monitoring and enhancing software applications

Also Published As

Publication number Publication date
CA2959995C (en) 2018-12-11
PT3189653T (pt) 2021-07-21
EP3189653B1 (en) 2021-06-16
US9357058B2 (en) 2016-05-31
CN106797417A (zh) 2017-05-31
PH12017500409B1 (en) 2017-07-17
MX2017002876A (es) 2017-09-28
EP3189653A1 (en) 2017-07-12
EP3189653A4 (en) 2018-03-21
ES2881251T3 (es) 2021-11-29
CA2959995A1 (en) 2016-03-10
PH12017500409A1 (en) 2017-07-17
PL3189653T3 (pl) 2021-12-13
US20160065732A1 (en) 2016-03-03
LT3189653T (lt) 2021-08-10
CN106797417B (zh) 2020-02-18
WO2016036865A1 (en) 2016-03-10
DK3189653T3 (da) 2021-09-20

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