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News : The Wrong Call

#contactcenterworld

New Delhi, India, Dec 28, 2020 -- After graduating from a college in Lucknow, Kunal (name changed) was searching for a job in Delhi when his friend told him about a job in a call centre where he "could earn around 35,000 to 40,000 per month".

Unable to turn down the "lucrative offer", Kunal went for the interview and was selected. From day one, however, he was aware that he would be cheating people, but was assured that he would never be caught.

The Delhi Police Cybercrime Unit has recently arrested 96 people and busted fake call centres involved in multi-crore frauds.

The callers were impersonating law enforcement agency officials and had allegedly cheated over 8,000 foreign nationals, mainly from the United States. Most of the accused were graduates and had come to Delhi looking for a job.

DCP (Cyber Cell) Anyesh Roy said that a few of the accused, including women, even had MCA, BCA or BTech degrees.

By reference only

All of them were aware of the fraud they were involved in. "They were lured with attractive salary packages at the time of joining. They were offered around 25,000 a month and were hired only based on reference from existing employees of the call centre, who were paid around 40,000 every month," said Mr. Roy.

Over the last three years, the fake callers managed to dupe two-three people every day. The highest amount duped from a single victim was around $45,000, he added.

"The salary of the shift manager at the call centre was 75,000 per month. For every USD that a victim was duped of, the caller would get 2 and the team leader/closer got 4 as incentive. Moreover, all employees were paid holiday and annual bonuses," said Mr. Roy.

A police officer said that during the lockdown, the callers worked from home and were paid holiday bonuses for Christmas and New Year.

"The details of the social security number were easily available but it could only be accessed through a U.S. IP address. They used a virtual private network to access U.S. websites and data, including mobile numbers and email addresses," said the officer.
Modus operandi

The accused persons used to contact foreign nationals based in the U.S. and other countries.

They would impersonate officials of various law enforcement agencies and other government agencies such as the Social Security Administration, the Drug Enforcement Administration, U.S. Marshals Service, etc., and tell the victims that their bank accounts and other assets were frozen as their details had been found at a crime scene. The victims were then told that there are bank accounts running in their names and that illegal transactions had been made to drug cartels in Mexico and Colombia.

The callers then threatened the victims with "immediate arrest".

"Initial investigation has revealed that the owner of this call centre was managing the operations from Dubai, UAE. Further investigation is under way," said Mr. Roy.

He added that many such illegal call centres are operating from other cities in the country and that they have been keeping a tab on the activity of these centres.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehindu.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 - Where Is The Problem?

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

Published: Tuesday, December 29, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

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.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
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-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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