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News : Cyber Crime Helpline Receives Over 3,000 Complaints Since its Launch in April

#contactcenterworld

Delhi, India, Sept 19, 2021 -- Kiran Saxena (74), a retired Delhi electricity department employee, got the shock of her life on August 24, after 6.20 lakh were siphoned off from her account in a matter of 45 minutes after she dialled a customer care number available on the internet to enquire about some income tax forms.

Similarly, a doctor at the All India Institute of Medical Sciences (AIIMS) lost 4.90 lakh to cyber criminals in June, after he clicked on a link of a text message, which he received on his phone, that said his internet banking application was blocked.

Although Saxena and the AIIMS doctor, who asked not to be named, were conned in separate ways and probably by different cyber gangs, what is common between them is that they both got a part of their stolen money credited into their accounts within hours of reporting the crime to Delhi Police’s cyber crime helpline ‘155260’. While Saxena got back 2.25 lakh, 3.15 lakh was reverted to the doctor’s account.

HT spoke to many officers in the cyber crime unit, who confirmed that of every 100 people who are duped online, only about 10 get their money back. But even these 10% victims getting their money back was made possible only after the national helpline ‘155620’ came into effect in Delhi in April this year.

On June 17 this year, the Centre, under its scheme ‘Citizen Financial Cyber Fraud Reporting and Management System’, operationalised the helpline in some states for reporting all kinds of cyber crime and preventing loss of money in cases of cyber frauds.

According to data by the Delhi Police’s Cyber Prevention, Awareness and Detection (CyPAD) Centre, the Delhi Police received total 3,112 complaints of cyber financial frauds on the helpline between April and August. The total amount siphoned off from the accounts of the victims, whose complaints were found to be genuine after verification, was nearly 4 crore.

"Nearly 10% ( ?1.42 crore) of the total defrauded amount was returned to the victims as they had alerted about the cyber frauds on the helpline on time and cyber cell officials could block the suspects’ accounts with the help of the concerned banks, online wallet firms and payment gateways," said deputy commissioner of police (CyPAD) Anyesh Roy.

Of the 3,112 complainants, nearly 800 people prevented the money from reaching the wrong hands by timely reporting about the frauds to the helpline. Around 300 of the nearly 800 victims got the stolen money credited to their bank accounts. For the rest, the refunds are partial and under process for reversal by the respective banks, merchants, online wallets and payment gateways, show CyPAD’s data.

Earlier, victims of cyber frauds had to run from pillar to post to register their case and get their stolen money back. While there was hope of getting the stolen money back when the cases were solved and the suspects arrested, reversal of the amount was a tiresome and time-consuming task, said cyber experts and police officers HT spoke to.

But, that has changed now. With the launch of the cyber crime helpline, the police, in coordination with the financial institutions, immediately crack down on the cyber criminals by blocking the accounts into which the defrauded money gets transferred or cancelling the delivery of the goods that the suspects order using the stolen money, said cyber security expert Amit Dubey.

"By blocking their accounts, the agencies prevent the defrauded money from reaching the fraudsters," said Dubey, who works as a resource person with 16 states police, including Delhi Police and Uttar Pradesh police, in solving cyber crimes.

Officials say that many complainants could not get their money back because either they contacted the helpline late or their defrauded money had turned "irreversible" by the time police took action.

DCP Roy said, "In case of cyber frauds, timely reporting of the crime is the key. Almost all the cases, where the victims’ money was retrieved, were reported within 24 hours of the crime. The chances of recovering the cheated money are certain till the illegal transactions don’t become irreversible, meaning the amount is either withdrawn in cash or reaches a stage where it is immediately not possible for the concerned financial institution to block the account."

Police officers said the quick reversal of the transaction in cyber frauds has become possible only after the helpline became functional. Earlier, people only had the option of filing their cyber crime complaints through emails or complaints at the police stations. Since converting the complaint into an FIR and beginning the investigation was a time-taking process, victims got their money only when the suspects were caught or cases were solved.

"The victims got their money back only through the courts. There was nothing called immediate respite in terms of crediting back the defrauded amount," said an officer posted in the cyber cell of east district.

Rakshit Tandon, another cyber expert, believes that although the cyber crime helpline has been productive in terms of helping victims of cyber frauds, digital policing is the need of the hour keeping in mind the steep spike in such crimes. Lack of awareness among the public regarding cyber frauds and how and where to report about such cases on time is the main reason why people fall prey to such frauds and lose money.

"Providing a safe and secure eco-system for digital payments is the objective of all financial institutions; no company wants their reputation to be compromised because of cyber criminals. It is important to have an extensive network of digital policing to safeguard money transactions. And for that, the agencies should ensure that no SIM card or bank account is activated without full proof verification. If these two areas are brought under check, cases of cyber frauds will certainly come down," said Tandon.

How cops act after receiving cyber fraud complaints on the helpline

As a person informs the helpline about a cyber fraud, the policeman attending the call fills an online form using personal and transaction related details provided by the complainant. Once the form is submitted, the system generates a ticket for the complainant and sends an alert to the concerned banks, merchants, payment gateways or online wallets, where the stolen money gets transferred. The concerned financial institutions immediately block the money and return it to the complainant after verification.

In Saxena’s case, the suspects had ordered three high-end iPhones costing over ?3 lakh through an e-commerce site and the delivery address was in Patna. The cyber cell officers alerted the company, which cancelled the order and returned the money to Saxena’s account.

"We have only got 2.25 lakh out of the 6.20 lakh that we lost. Although, we faced problems getting in touch with the cyber cell officers through the helpline, their response was quick once they received our complaint. My mother was in complete shock but she got some respite when some amount was reversed," said Saxena’s daughter Ruchika Saxena.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.hindustantimes.com


About Delhi Police:
Company LogoThe Delhi Police, is the main law and order agency for the National Capital Territory of Delhi (NCT). It does not have jurisdiction over the adjoining areas of the National Capital Region.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Tuesday, September 21, 2021

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2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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