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Adapt Launches Smart Track to Stem Phone-Based Credit Union Fraud
[September 14, 2016]

Adapt Launches Smart Track to Stem Phone-Based Credit Union Fraud


Adapt Telephony Services, a nationally prominent integrator of omnichannel communication solutions, has announced the October 1st general availability to credit unions of a fully integrated telephone-based application to detect and prevent data breaches by fraudulent callers.

Adapt Smart Track gives contact center agents the information they need to help authenticate the identity of credit union members who call while also identifying attempted fraud. The tool was demonstrated this week during the 2016 Symitar Educational Conference in San Diego.

"By logging and analyzing each call, the Adapt tool proactively alerts agents, their supervisors and their credit union's fraud team when it detects suspicious activity," says Alfredo Rizzo, head of Adapt's product management team. "With the telephone accounting for nearly half of all data breaches caused by social engineering fraudsters, and $15 billion stolen in the U.S. last year alone through fraud, Adapt Smart Track helps credit unions concentrate on serving members who call, not authenticating them."

Built on top of the Customer Interaction Center® (CIC) from Interactive Intelligence® and part of the Adapt SmartApps Suite. Smart Track:

  • Integrates into the credit union's core processor in rea time, thus providing a single user interface with account information; real-time integration helps agents quickly, accurately and securely identify callers
  • Gives early warnings to agents and supervisors that suspicious behavior has been detected such as excessive call patterns, authentication failures or prior account flags. Supervisors and the fraud team can immediately monitor or join in on the call, thwarting the attempted data breach
  • Provides agents with recent interactions displayed by member or caller ID and initiates advanced member searching for un-authenticated callers
  • Requires no additional hardware to deploy or operate



Adapt Smart Track, Rizzo concludes, also has been fully integrated with TrustID®Authenticator™, which a credit union can purchase optionally. TrustID Authenticator authenticates callers' devices before the call is even answered by the credit union's CIC system, enabling valued callers to get help faster and suspicious callers to get closer scrutiny. The complete TrustID analysis is displayed on Smart Track agent screens.

About Adapt


Adapt Telephony Services, LLC (Adapt) is a global value-added reseller and integrator of contact center and unified communications solutions for on-premises or in the cloud. With more than 1,000 deployments of Interactive Intelligence (News - Alert) solutions across multiple industries, Adapt has successfully developed vertical specialties in financial services, healthcare, insurance, manufacturing and retail. For more information, visit www.teamadapt.com.


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