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TRAINING IN CONTACT CENTERS

News : Fake Indian Call Centre Attempting to Scam Telstra Customers

#contactcenterworld, @Telstra

Sydney, Australia, Feb 28, 2019 --Telstra customers are being warned over an Indian call centre scam attempting to trick victims into handing over sensitive information that could be used for identity theft.

Sydney resident Tim Brasier said his wife received a call late last week from a man with an Indian accent claiming to be from Telstra.

"She was asked to provide her driver license or passport number to verify her identity as part of our NBN installation," he said.

"We were both suspicious straight away. When we queried the request, the male gave his name as ‘Mike’ and gave us a ‘Telstra number’ to contact."

"Scary thing is that this person knew our name, address and mobile number to begin with."

When nine.com.au called the number the represented answered the phone saying he was from Telstra and attempted to get account details before answering questions.

Telstra told nine.com.au the number in question - (02) 8003 3447 – had no association with the Aussie Telco, adding it would never ask for that type of information.

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Other reports show this same number was used in 2018 from a scammer pretending to be an insurance company looking to finalise a claim over an accident.

"If you receive a phone call out of the blue from someone claiming to be a representative of Telstra and their call relates to a problem with your internet connection, just hang up," a spokesman said.

"If you're not sure that the person on the other end of the phone is legitimate, hang up and call the organisation by using their contact details from the internet or phone book - not a number they give you."

The news follows a sophisticated NBN robocall phone scam targeting areas of the country where installations are currently underway.

Greg Lyall from Sydney’s northern beaches was left two voicemails on his home answering machine telling him phone was going to be cut off because NBN was being installed.

The automated call has been reported across the country and prompts people to press "one" to discuss the matter further or "two" to have the service disconnected.

Selecting either option will transfer the victim to a call centre where scammers will attempt to get them to hand over personal information.

NBN Co told nine.com.au advised the company does not contact end users directly about planned maintenance.

More tips for dealing with scammers:

- Be wary of sharing personal, credit card or banking details over the phone, unless you’ve made the call or the phone number came from a trusted source.

- Never give an unsolicited caller remote access to your computer.

- Be wary of requests for payment through unusual methods, like iTunes cards, gift cards, or virtual currency like Bitcoin.

- If your alarm bells are ringing or you think something's not quite right, just hang up.

- If you think you have provided bank account or credit card details to a scammer, contact your bank or financial institution immediately.

Other scams to be aware of:

NBN robocall scam: Sophisticated NBN robocall phone scam has been targeting areas of the country where installations are currently underway.

Energy Australia scam: Email scam uses the large database and established brand credibility of EnergyAustralia to lure victims into downloading a malicious file

Optus email scam: An email purporting to be from Optus tells the recipient told a document is available for them to download. Once click, their computer is infected.

Valentine's Day scam: Romance scammers actively engage with victims, slowly building an online relationship before asking for money

Telstra email scam: Email-based cyber-attack uses Telstra branding to trick customers into clicking a link that can infect their computer with a malicious file used to steal information.

Netflix email scam: Email tells users their account has been suspended in an attempt to trick them into clicking a link which leads to a Netflix-branded phishing page used to steal personal information.

Apple Store email scam: The phishing scam involves an email purporting to be from Apple Store, which informs customers they have a PDF receipt from a recent purchase.

ATO phone scam: Phone calls claiming to be from the ATO attempt to fool people into handing over money by claiming they are about to be arrested over unpaid taxes.

'SIM swapping' scam: Hackers can gain access to your bank account, email and social media with just a simple phone call to a mobile operator.

Post-storm roof scam: The men knock on the door of Australians after wild weather and say the roof must be replaced as it's about to cave in. One lady handed over $156,000 for work that did not need to be done.

Police phone scam: Scammers are posing as police officers to try and dupe people into handing over financial information.

Ransom email scam: Scammers are sending ransom emails containing terrifying threats designed to frighten people into handing over their money.

Telstra email bill scam: A legitimate-looking email bill that directs users to a malicious website that will deliver malware to their computer.

Facebook scam: Users receive messages from the accounts of friends and family, telling them they can win money by clicking on a link that will infect their computer. The message is from a scammer who has hacked your friend’s account or created a "copy" profile by stealing their images and information

Wealthy suburb scam: An elaborate scam saw a man hand over a $40,000 car without receiving a cent.

#contactcenterworld, @Telstra

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.9news.com.au


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
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Today's Tip of the Day - A Welcome Call

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

Published: Thursday, February 28, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

 
1.) 
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.
PH: +1 888-946-6878

2.) 
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.
PH: +1 512-872-7565

3.) 
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:

4.) 
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)
PH: +302109241486

5.) 
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.
PH: +6188803111

6.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

7.) 
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.
PH: +49 351 44529800

8.) 
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
PH: +34 952 667 511

9.) 
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.
PH: +44 345 0181 070

10.) 
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.
PH: 877-588-2292

11.) 
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!
PH: +441617102740
 
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