Enacomm Releases ViA Fraud Control Module



Enacomm, a provider of intelligent customer interactions solutions and security technology for financial services companies, has launched the ViA Fraud Control Module.

The Fraud Control Module builds upon Enacomm's Virtual Interactive Analyst (ViA), an analytics tool for call centers featuring real-time interactive voice response, Web, mobile, text, computer-telephony integration, and quality reporting, monitoring, and alerting. Drawing from data collected by ViA, the add-in module enables users to set up fraud rules related to PIN changes, number of accounts and or cards per individual, authentication failures, card-to-card transfers, and many other caller behaviors within the IVR system.

"Every year, criminals infiltrate banking systems, leading to significant losses for financial institutions," said Enacomm CEO Michael Boukadakis in a statement. "Enacomm's Fraud Control Module equips financial organizations with the protections they need to thwart attacks. Prevention is far more viable than recovery once the damage is done."

Enacomm's Fraud Control Module lets companies create unique fraud rules and choose associated action sets to immediately counteract suspicious activity. Automatic notification of user-designated entities can be configured for when callers trip a specific fraud rule, such as more than five account entry errors within an hour. In response to questionable activity within the IVR, the module can be programmed to do the following:

  • Immediately terminate the call;
  • Play additional custom authentication messages;
  • Send email and SMS text messages to the risk management or fraud group;
  • Limit caller functions in the IVR; and
  • Transfer callers to a specific customer service number or group of numbers.

Adopters of Enacomm's ViA Fraud Control Module can also set default behavior for how the IVR handles a suspected or confirmed fraudster the next time he calls into the system. For instance, fraud rules can detect and automatically remove the card-to-card transfer menu option from an alleged fraudster's IVR experience.

"It's eye-opening to see the rule violations pop up when the ViA Fraud Control Module is turned on," said David Jackson, Enacomm's chief operating officer, in a statement. "We've seen everything from 50 attempted PIN changes a day to six or more invalid card failures with three different cards within an hour."

The ViA Fraud COntrol Module automatically generates fraud records and fraud notifications 24 hours a day, seven days a week.

"Analytics-based control functions that continually monitor all IVR call records for red flags can systematically root out fraud," Jackson said. "A high number of card-to-card transfers, let's say, is often a sign of attempted money laundering."

Enacomm's ViA Fraud Control Module includes a White List option that exempts specified individuals, such as company employees, from being subject to the IVR system's fraud rules. The module's tools can also be used for behavior unrelated to fraud, such as caller who dial into the IVR system 10 times within an hour.