How Real-Time Fraud Detection with Vonage Protects Your Enterprise

Fraud detection that waits until after damage is done is no longer enough. Your business needs real-time fraud detection that spots threats before they reach your agents. Vonage's new integration with Salesforce Agentforce 360 brings AI fraud protection and network intelligence directly into your customer experience security, cutting risks and speeding up verification, all without slowing your team down. Here's how this change reshapes the way you protect your customers.

The Evolution of Fraud Protection in Customer Service

Proactive Security Through Network Intelligence

At Dreamforce 2025, Vonage introduced a groundbreaking security solution that combines their Contact Center capabilities with Network APIs directly within the Salesforce Agentforce 360 environment. This integration represents a significant advancement in how businesses can protect themselves and their customers from fraudulent activities.

The core innovation lies in bringing real-time fraud detection directly into the customer interaction flow. Rather than relying on post-contact analysis, this system leverages network intelligence to identify potential threats before an agent even answers a call. This proactive approach fundamentally changes how businesses manage security risks in their customer service operations.

AI Fraud Protection: Detecting Threats in Real Time

The new Vonage system employs sophisticated AI models that analyse network signals as they occur. This real-time monitoring capability allows for immediate identification of suspicious patterns or anomalous behaviours that might indicate fraud attempts.

For contact centres dealing with high volumes of customer interactions, this technology offers several critical advantages:

• Automatic detection of unusual activity patterns before conversations begin

• Instant triggering of verification protocols when suspicious signals appear

• Reduced vulnerability to social engineering and account takeover attempts

• Elimination of manual authentication steps that slow down legitimate customer service

Seamless Integration with Existing Workflows

What makes this advancement particularly valuable is its native integration with Salesforce Agentforce 360. The real-time fraud detection capabilities operate within the tools and interfaces that service teams already use daily. This integration means:

• No additional dashboards or interfaces for agents to monitor

• Elimination of "swivel-chair" processes between security and service systems

• Automated security protocols that operate in the background

• Minimal disruption to established service workflows

Transforming Customer Experience Security

Network Intelligence as a Protective Layer

The Vonage solution represents a shift in how businesses think about security in customer interactions. By making the network itself an intelligent protective layer, companies can establish stronger trust with customers while maintaining service efficiency.

This approach transforms the network from a simple communication channel into an active security asset. The system continuously monitors for indicators of potential fraud, allowing for early intervention before any damage occurs.

Balancing Security with Service Quality

For enterprises managing large service operations, the balance between thorough security and efficient customer experience has always been challenging. Traditional verification methods often create friction, extending call times and frustrating legitimate customers.

The AI-driven CX security approach from Vonage addresses this dilemma by:

• Moving security checks to the background of interactions

• Freeing agents to focus on solving customer problems

• Maintaining strong protection without creating service bottlenecks

• Adapting verification requirements based on risk assessment

Strategic Benefits for Modern Enterprises

Cost Reduction Through Preemptive Protection

By identifying potential fraud before it reaches human agents, businesses can significantly reduce the costs associated with fraudulent activities. This preemptive approach prevents financial losses and reduces the time spent investigating and resolving fraud cases after they occur.

The real-time fraud detection capabilities also minimise false positives that can waste agent time and create unnecessary customer friction. The AI systems continuously learn from interaction patterns, becoming more precise in distinguishing genuine risks from normal variations.

Enhanced Customer Trust Through Invisible Security

Perhaps most importantly, this technology allows businesses to strengthen security without creating additional barriers for legitimate customers. The best security measures are often those that customers never notice, and the Vonage system operates largely behind the scenes.

When verification is necessary, it happens naturally within the flow of service, rather than feeling like an interrogation. This approach maintains the human connection in customer service while providing robust protection against increasingly sophisticated fraud attempts.

Conclusion

The integration of AI fraud protection and network intelligence into customer service platforms represents a significant advancement in how businesses can protect themselves and their customers. By bringing real-time fraud detection directly into Salesforce Agentforce 360, Vonage has created a solution that strengthens security without compromising service quality.

For organisations balancing high interaction volumes with increasing fraud risks, this technology offers a way forward that is both more secure and more customer friendly. The future of customer experience security lies not in more barriers, but in smarter, more invisible protection that stops threats before they can cause harm.