Contact centre operators must use data and speech analytics to thwart fraudsters as agents become the frontline for attack
FourNet specialists to advise contact centre operators how to spot and stop criminal activity in real time
Digital transformation and customer experience specialists, FourNet, have warned contact centre operators they must step up to the fight against criminal gangs, by using their own data and analytics to identify fraud earlier, reduce agent pressure and protect genuine customers.
Frontline contact centre teams have become one of the key primary targets for organised criminal gangs, according to FourNet which is one of the leading partners for mission critical organisations across the UK and counts UK Government departments , local authorities and blue light services among its customers.
With AI being increasingly used by attackers, 61 per cent of all fraud cases now involve a customer interaction, or an attacker purporting to be a customer, in the contact centre, according to Smartnumbers.
Manchester-headquartered FourNet is hosting a free webinar next week designed to equip contact centre leaders with the practical advice and tools to detect and prevent fraud using everyday operational data.
Alan Linter, Group Consulting Director at FourNet, said:
“As fraud tactics become more sophisticated and AI-driven, traditional reactive tools are no longer enough.”
“Contact centres need to understand the behavioural signals fraud leaves in their data — from repeat patterns and abbreviated IVR journeys to anomalies in CRM activity — so they can intervene before a costly breach occurs.
“Operators need to understand which data signals, including repeat calls, short interactions and spoofed numbers, often indicate malicious activity and take action sooner.”
Key issues which FourNet’s free webinar will address:
– Why contact centres are being aggressively targeted by organised fraud campaigns.
– Which everyday indicators in call data can reveal malicious intent.
– How speech analytics can serve as an early-warning fraud detection tool.
– Strategies to support agents with actionable insight without adding customer friction.
The National Crime Agency estimates that 67% of fraud in the UK is cyber enabled, while the amount of money stolen from victims last year was £629 million, according to UK Finance.
FourNet ‘s experts will unpack how contact centre metrics, analytics and real-time insight can help organisations stay ahead of fraudsters and protect genuine customers.
The session will also look at how speech analytics and quality assurance data can be repurposed to flag suspicious interactions, how real-time dashboards can ease agent pressure during live calls, and why a joined-up, data-centric approach is critical in an era of escalating threat complexity.
Kevin Prone, Head of Security Operations at FourNet, added: “Operators and managers need solutions that help them connect data across the whole customer journey. It’s about spotting risk sooner, enhancing frontline readiness, and safeguarding customer trust without undermining service quality.”
Contact centre directors, managers, technology leaders and fraud prevention specialists are encouraged to register in advance to secure a place.
Webinar Details – “Using Data to Spot and Stop Fraud in the Contact Centre.”
Date: 26 February 2026
Time: 11:00am (UK time)
Registration: For additional information on the event or to register Click Here
Award-winning FourNet is one of the fastest growing privately owned technology companies in the UK, providing CX, communications, cloud, contact centre, managed service, cybersecurity and secure network infrastructure solutions. We work with some of the most secure, critical and commercially driven customers in the UK, including more than 30 UK Government departments and agencies, as well as emergency services and local authorities. FourNet is an ethical and environmentally responsible business, committed to maximising our positive environmental and social impacts and championing transparency in all our business operations.
For additional information on FourNet view their Company Profile
