Core Insights - Vonage has launched the Agentforce Identity Insights and Fraud Detection solution, which utilizes AI to enhance contact center operations by improving agent productivity and ensuring secure customer interactions [1][2][3] Group 1: Product Features - The new solution integrates Identity Insights and Fraud Detection APIs, allowing agents to identify potential fraud risks, verify customer identities, and validate communication channels in real time [1][2] - Key functionalities include SIM Swap checks, mobile number validation before outbound communications, and automatic verification during lead creation to enhance lead quality [2][5] - The solution provides rich phone intelligence, including number type, carrier, validity, caller ID name, and SIM swap status, enabling contact centers to prioritize valid accounts and optimize customer engagement [4][5] Group 2: Market Context - The demand for both customer experience (CX) and security is critical for business success, with organizations needing to balance these two aspects effectively [3] - The integration of network intelligence in the new solution allows for seamless and automated verification processes that do not disrupt the customer experience [3][5] - The ongoing challenge of fraud in the digital landscape necessitates continuous innovation in prevention and detection technologies [5][6] Group 3: Strategic Partnerships - The collaboration with Salesforce enhances the Agentforce platform by combining real-time data, automation, and AI insights to improve the agent experience [3][6] - Vonage's solution is now available on the Salesforce AppExchange, indicating a strategic move to reach a broader customer base [6] Group 4: Company Overview - Vonage, a subsidiary of Ericsson, focuses on empowering enterprises and developers through AI-powered platforms and tools that facilitate digital transformation [7][8] - The company's technology portfolio includes Network APIs, CPaaS, CCaaS, and UCaaS solutions, aimed at reimagining digital interactions across various industries [8]