Advanced Biometrics Transform Contact Center Security

Advanced biometrics with Microsoft Gatekeeper cut false alerts by 87% and doubled detection accuracy

A leading telecom operator modernized fraud prevention with next-gen voice security, reducing alert fatigue and safeguarding customer trust

5 min 所要時間

The Challenge

Rising fraud threats and alert fatigue

For millions of customers, every call matters. Yet, behind the scenes, the client’s fraud team was overwhelmed by a flood of alerts, many of which were false positives. Legacy systems struggled to distinguish legitimate calls from sophisticated attacks like synthetic speech and spoofing. This created operational bottlenecks and risked customer trust.

The client needed a solution that could:

Detect advanced synthetic speech fraud
Reduce alert fatigue for the fraud team
Align operations with evolving security standards

The Objective

Protect customers without slowing operations

Delays or errors in fraud detection could erode confidence. The goal was to modernize fraud prevention to:

Accurately identify fraud using advanced risk vectors
Streamline alert management for faster, smarter decisions
Safeguard revenue while maintaining seamless customer experiences

The Solution

Next-Gen voice biometrics and smarter workflows

HCLTech partnered with the client to upgrade their voice biometrics platform and optimize fraud operations. The approach combined technical modernization with operational transformation:

Advanced fraud detection: Enabled synthetic speech and anti-spoofing detection, ensuring the system could identify modern fraud tactics
Alert optimization: Reduced noise from false positives, allowing the fraud team to focus on high-value alerts
Operational efficiency: Introduced real-time threshold adjustments and smarter workflows in the contact center

The Impact

Measurable gains in accuracy and efficiency

The results were transformative, delivering significant improvements.

Smarter fraud decisions

False alerts dropped by 87%, giving the fraud team clarity to focus on real threats

Operational efficiency boost

The team processed 229% more alerts relative to total fraud decisions, handling more volume with less effort

Enhanced fraud accuracy

Fraud detection accuracy more than doubled—from 20% to 42%—ensuring real threats were identified reliably

Contact center optimization

Alerts sent to agents fell by 44%, while alert accuracy improved by 51%, creating smoother customer interactions

Fraud prevention success

Acting on Gatekeeper alerts now prevents 93% of fraudulent shipments, saving thousands in potential losses and safeguarding customer trust

By moving from reactive to proactive fraud prevention, the client achieved industry-leading security and operational agility. With HCLTech’s expertise, the telecom operator now delivers safer, smoother customer interactions and leads the fight against evolving fraud threats.