Fraud Management
Stop Fraud Before It Starts. Protect Every Interaction.
PCI Pal’s Fraud Management identifies potentially high-risk interactions before sensitive activity begins. By analyzing layered phone number intelligence the moment a call comes in, PCI Pal gives agents the insight to respond appropriately, reduce fraud exposure, and protect legitimate customers from unnecessary friction.
Protect Customer Trust Without Adding Friction
Understand risk earlier and give your teams the insight to respond appropriately, while keeping legitimate customer experiences moving.
Identify Risk Earlier
Identify and manage potential fraud risk before sensitive interactions or transactions take place.
Empower Agents to Act with Confidence
Give agents on-call fraud alerts and clear guidance – no delays, no friction.
Reduce Chargeback Costs
Help prevent fraudulent transactions and strengthen dispute defense to reduce the operational and financial impact of chargebacks.
How It Works
As a call reaches your contact center, PCI Pal begins analyzing it in real time.
PCI Pal evaluates phone data attributes, reviews phone number velocity, detects phone number traffic, checks the number against a fraud database, and analyzes cross-customer traffic and number patterns.
Using a real-time, adaptive machine learning model, PCI Pal calculates a dynamic, risk-based score: Low, Medium, or High.
The agent sees a clear risk level, score and recommended action within their workflow.
Based on the risk level, the agent can take the appropriate next step, such as using a more secure payment method.
Why It Matters
Reduce exposure to fraudulent transactions and the financial impact associated with fraud and chargebacks.
Apply greater scrutiny where risk warrants it without forcing every legitimate customer through additional checks.
Replace guesswork with risk intelligence that helps agents make more informed decisions during sensitive interactions.
Use risk insight to differentiate how interactions are handled based on your organization’s own processes and risk tolerance.
Real-Time, Adaptive Risk Assessment
Fraud Management doesn’t rely on static rules. A real-time, adaptive machine learning model continuously evaluates incoming calls against five layers of intelligence — phone data attributes, number velocity, number traffic, fraud database checks, and cross-customer traffic and number patterns — to produce a dynamic risk score.
Capabilities That Count
Real-Time Risk Scoring
Instantly assess fraud risk on each call to strengthen risk posture and inform the appropriate next step in your workflow.
Layered Phone Intelligence
Evaluate phone attributes, number velocity, traffic patterns, fraud databases, and cross-customer activity.
Five-Tier Risk Classification
Classify interactions from low to high risk, giving agents an immediately understandable assessment.
Actionable Agent Alerts
Deliver on-call fraud risk alerts with clear, actionable guidance — no delays, no friction.
Fraud Logs and Reporting
Strengthen dispute defense and reduce chargeback costs with auditable fraud logs.
Verify Identity, Then Assess Risk
Fraud Management is one part of a broader approach to trust. Pair it with Customer Authentication to establish identity and assess risk before a sensitive interaction ever reaches a payment, refund, or account change.
Secure & Capture
Securely take payments while keeping sensitive data away from agents, recordings, and internal systems.
Verify & Protect
Confirm identity and reduce risk without adding unnecessary friction to the customer journey.
Trusted by the Most Highly Regulated Industries and the World’s Top Brands
“We’ve fundamentally changed the way we’re handling our customer interactions. We have a new way of taking calls which is integrated with our Salesforce system and connects payments, billed interactions and customer contact in one place. It’s much more user- friendly and suits the way our customers want to provide the information to us – it’s a far better experience for our customers.”
John Woodward
Head of Service Support, Ecotricity
Fraud Management FAQ
PCI Pal Proactive Fraud Management analyses phone-number intelligence and interaction patterns, including phone type, carrier, blocklist status, number velocity and traffic behavior. A machine-learning-enhanced model combines these signals to generate a real-time fraud risk score before payment proceeds.
PCI Pal presents the agent with a real-time risk indication and recommended next step before the payment proceeds. Higher-risk payments can then be moved to a more fraud-defensible Click to Pay journey, such as 3D Secure, a digital wallet or Pay by Bank.
Yes. PCI Pal Proactive Fraud Management can provide fraud-risk logs that support investigations and chargeback disputes, giving organizations additional evidence about the risk signals associated with the payment.