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News : Nuh’s Hilltop ‘Call Centres’ Emerge as Epicentres of Fraud


New Delhi, India, June 30, 2023 - Aamir Khan (22) works at a call centre, earns a salary that is in five figures, and spends his time dialling numbers from a list provided to him by his team leader, talking to clients and customers, convincing them, like call centre agents sometimes do, to click a link to close the deal.

Neither Khan nor his work is unique in the city that is India’s call centre capital.

Only, Khan’s office is like no other call centre’s, although it does have a view.

Khan sits on a hillock in the Aravalli range in Nuh, 98km from Gurugram (there are others like him on the same hillock and on surrounding ones) making calls to prospective "clients" and instead of a "team leader" listening to their calls for "quality purposes", there is a handler who sits somewhere close by.

The handlers or team leaders have three roles: they assign work to the callers on their teams (usually by the nature of fraud); keep track of the money involved; and step in to handle glitches.

Khan is a cog at the core of what has emerged Nuh’s major industry, cyber frauds, with police estimating that there are around 500 groups, each of up to 10 people, who are involved in the racket. Nuh is the heart of a countrywide racket that targets people who transact business (of any sort) online -- and these days that includes just about anybody. Here, school dropouts sweet talk people into clicking on links.

On the day HT meets Khan, he is an Indian Army officer who is targeting a man who has put his car up for sale on a shopping site. Khan, who usually speaks in the Meo dialect, is speaking perfectly pronounced Hindi words, and peppering the conversation with some English words to make the script as convincing as it gets.

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"Namaskar sir mai Rajesh Kumar bol raha hun. Main Indian Army me kaam karta hun aur Srinagar mein posted hun (Hello sir, I am Rajesh Kumar. I am in the Indian Army, posted in Srinagar). Maine apka advertisement dekha, mai yeh car lena chahta hun (I saw your ad on OLX. I want to buy your car. I will immediately pay the amount). Mai aapko link bhej raha hun, aap click karoge to aapko payment receive ho jaygi. Pahle ek chhota amount transfer hoga taki aap check kar sako, phir full payment bhejunga (I am sending you a link, please click on it to first receive a token amount. Once you are assured, I will send another link for the full payment of ?50,000).

The first link is clicked, and a token amount of ?5 is received by the "target". Then, another link is sent, which is again clicked immediately, but this time the person on the other end loses ?50,000 from his account. This is the most basic of all frauds -- but it works. By the time, the target realises that he has been duped, Khan has switched off his phone, picked up another one with a different SIM, and is on to his next call, his next target.

Khan is the spear-end of an operation that believes in specialisation; there are people whose job is to secure SIM cards; others who get phones; and still others who get financial and personal data of potential marks. And there are those that manage the operation’s own finances, using UPI, moving money across accounts.

Cyber fraud is a full-time six-hours-a-day job for thousands of fraudsters who operate from 14 villages in Nuh, whose police department in February launched a crackdown in 40 villages after analysing data that pointed to at least 14,000 suspicious mobile phone numbers active around these villages and in the Aravalli forests. The police said the department of telecommunications of DoT has since helped deactivate these.

But the 14,000 number worried the police. Varun Singla, superintendent of police, Nuh, said that they started identifying bank accounts linked to these numbers and have found that at least 30,000 bank accounts are being used to transfer money after fleecing victims.

The highest number of cybercrimes in the country over the last three years originated from Bharatpur district in Rajasthan, showed data obtained from the Union home ministry. The numbers indicate that the Mewat region, comprising Bharatpur and Alwar in Rajasthan, Mathura district in UP and Nuh in Haryana, has replaced Jamtara in Jharkhand as India’s newest hub for cybercriminals.

Police said the villages where a majority of cyber fraud cases originated were Nai (where Khan is based), Tirwara , Bicchor, Singar, Jaimat, Gangadbas, Piproli, Khedla, Lohingakalan, Jakhopur, Aminabad, Bisru, Dudholi, and Tuseni. There are 434 villages in the district, police said. Most of the villages are located in the foothills of the Aravallis and serve as perfect spots to make fraudulent calls from, police added.

The police said several cons use cellphone apps to create fake emails to appear as if they were sent by telecom providers, banks or social media sites. Once a user clicks on a link provided in the email, they are then drawn in to the fraud.

The training and the trainers

Rajasthan’s Kota, popular for its hundreds of coaching centres that train thousands of students every year to take engineering and medical examinations, is less than 100km from Nuh. Here hundreds of boys and young men, some as young as 14, but none older than 30, are trained in cyber fraud. The interesting thing is that few of them are untrained garden-variety frauds; most are well trained professionals who learn the ropes from the best in the business — for a fee, of course.

Training and trainers are at the core of the racket. HT’s reporting indicates that trainees typically pay between ?25,000 and ?1 lakh for the training. The trainers don’t use smartboards or PPT presentations; they use printouts and a normal blackboard to teach skills. How to identify a mark? How to make a call? What to say? How to earn the target’s trust? How to make them click on the link? Some training programmes are rough-and-ready and last just a day; others go on for a month.

It’s serious business. A trained con artist such as Khan could make 45,000 a day.

Ummar Mohammad (23) claims to have duped at least 500 people in the past year, mostly businessmen wanting to sell something. He poses as an Indian Army officer. He said this is one of the easiest ways to dupe people as they trust the Indian Army. "I have never been to school; my brothers have been in this trade for several years. We have built a house, bought agricultural land and motorbikes with this money. We spend on food, gadgets and clothing. We don’t know anything else other than talking to people and duping them."

Azzaruddin Khan (24), identified by police as a trainer, said he learnt the trade eight years ago, and confesses to being a compulsive con artist. It’s almost as if something inside him wakes up every time he makes a call.

"Many times, when I call my relatives, I end up asking them to get their KYC done and send them links (through which I defraud them). A few times I have duped these people unintentionally and have realised it only after they told me that money was debited from their bank account after they clicked on the link."

Identifying marks and getting their numbers is easy, the fraudsters say. There are people who sell databases of insurance companies, banks, wallet companies.


Posted by Veronica Silva Cusi, news correspondent

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Published: Monday, July 3, 2023

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2023 Buyers Guide Analytics

Page: 12

CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

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.


Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time


CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)

ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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 technology vendors like Cisco®, Aspect...
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Consilium Software

Consilium UniInsight™
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
(read more)


CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf

PLUS ! Automated extracts
for integration to third party applications.


Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
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Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

ethosIQ, LLC

ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.

Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.


CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

CSAT.AI automates QA, analyzing 100% of text, email and chat interactions. Without spreadsheets or manual entry, managers have comprehensive data to guide decisions - no need to even be in the same location!

CSAT.AI helps you protect your company and your people. Did a customer just threaten to sue you or abuse your agent? Now you know with real time push notifications.

CSAT.AI provides granular details by issue (delivery delay etc) or agent score.

OpsTel Services

With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.


*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
(read more)


CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
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SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.


Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
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