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OMILIA CONTACT CENTER SECURITY
Multi-layered contact center anti-fraud solutions to protect all your self-service channels.
Cyber threats continue to rise, and the risk of voice fraud is a growing challenge for modern contact centers. A single line of defense, regardless of its strength, will eventually be breached by determined attackers.
Omilia delivers a multi-layered, real-time defense system that protects both customers and businesses. With Voice Biometrics for stronger authentication and Omilia TalkGuard™ for deepfake and fraud detection, we provide a comprehensive defense to keep fraud out while ensuring a frictionless customer experience
Invest in contact center authentication systems that maximize self-service, protect customer data, and reduce friction.
Voice Biometric Verification
Let customers opt-in to voice-based authentication. Enroll callers’ unique biometric voiceprints one, then verify them instantly with just 2-5 seconds of speech in Interactive Voice Response (IVR) or with agents.
Multi-Factor Authentication
Strengthen authentication with layered verification. Omilia enhances Multi Factor Authentication (MFA) with voice biometrics to protect sensitive accounts. By layering these factors intelligently within the IVR or agent-assisted flow, Omilia ensures that only legitimate customers gain access, minimizing fraud risk while keeping the experience smooth and efficient.
Speaker Change Detection
Detects when a different person takes over a call after authentication. Escalates automatically to fraud teams or agents to prevent account takeovers.
Fraudsters are adopting AI-generated voices, spoofed numbers, and replay attacks. Omilia TalkGuard delivers an all-in-one AI security layer that identifies and blocks synthetic callers in real time, before they can exploit agents or customers.
ANI Spoofing Risk Analysis
Before the voice is even analyzed, the call's origin is scrutinized. This initial layer analyzes call metadata to detect network-level deception - spoofed, virtualized, or suspicious numbers. It identifies and flags suspicious routing patterns and unmasks spoofed Caller IDs, preventing many fraudulent calls from ever connecting.
Liveness Detection
Prevent cases where fraudsters try to attack an account using a synthetic or recorded voice. Every caller’s voice is thoroughly examined to confirm authenticity, using robust text-to-speech detection algorithms that can detect synthetic voices with extreme accuracy, more than a human listener. A confidence score is generated every two seconds, continuously refining its assessment.
Known Fraudster Identification
Our system clusters fraudulent identity-free voiceprints into a dynamic blocklist. Calls from repeat offenders are immediately flagged or blocked from reaching an agent.
Fraudsters often reveal themselves not by their identity, but by their words and behaviors. Omilia TalkGuard doesn’t just analyze who is calling, it analyzes how they communicate. By scrutinizing language, logic, and behavior in real time, TalkGuard detects coached, deceptive, or manipulated conversations that slip past traditional authentication layers.
Coherence and Logic Analysis
This layer scrutinises the conversation itself for suspicious language, identifying unexpected words, phrases, or patterns that could indicate deception or malicious intent. Logic Flow Auditing checks for contradictions, illogical statements, or conversation topics that fall outside expected domains. Topic Extraction detects abrupt or unnatural shifts in topic, tone or response patterns that fall outside normal conversation boundaries.
Behavioral Analysis
Conversation pattern mapping identifies common communication patterns and scripts used by fraudulent callers. It analyzes how a person is speaking, detecting subtle, unnatural behaviors that signal a coached or coordinated attack. Suspicious interactions are flagged for action, strengthening your overall call center security.
01/06/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Overall, a very positive experience. Vendor is very receptive of their customer feedback. Very good customer service.
Read More24/07/2024
Reviewer Role:
IT Services
Company Size:
10B - 30B USD
Industry:
Banking Industry
Every employee of Omilia I came into contact with is proud of their company and wants every engagement to be a successful one.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Our overall experience with implementing with the Omilia project team was excellent. They quickly understood our requirements and also offered feedback and potential room for improvement.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Collaboration with the project team and their ability to deliver on complex use case requirements such as multi intent transaction automation, alpha-numeric, and multi-language, allowed us to achieve deployment with faster speed to market.
Read More05/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Banking Industry
Stable network that works great for the self-service of our client's needs. Seamless workflow when changes are needed to update intents
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
Omilia has gone above and beyond to meet our needs. Our deployment was quick, and the support was excellent.
Read More11/07/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Travel and Hospitality Industry
We have been very impressed with Omilia's IVR solution and people. Everything from interacting with Omilia staff to requirements gathering and implementation has been exceptional. This IVR was selected due to its AI abilities and so far it has delivered what was promised.
Read More11/07/2024
Reviewer Role:
Engineering - Other
Company Size:
10B - 30B USD
Industry:
Banking Industry
Omilia has been very responsive to issues and questions we have had through the entire process.
Read More15/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Energy and Utilities Industry
Omilia teams were able to deliver on complex use cases quickly, helping us meet our delivery schedule. They continue to collaborate closely with our teams on IVR optimizations.
Read More15/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
10B - 30B USD
Industry:
Manufacturing Industry
Excellent experience. Leveraged Omilia to deliver an improved customer experience.
Read More16/07/2024
Reviewer Role:
Operations
Company Size:
250M - 500M USD
Industry:
Travel and Hospitality Industry
Omilia has been a great partner from the first POC test to market test.
Read More17/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Energy and Utilities Industry
Very responsive and knowledgeable, easy to work with, work ethics are high
Read More18/07/2024
Reviewer Role:
IT
Company Size:
1B - 3B USD
Industry:
Transportation Industry
The implementation team from Omilia was amazing and made our rollout simple. Omilia is a true partner and focuses on how to further our business needs.
Read More18/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
1B - 3B USD
Industry:
Banking Industry
They are always supportive and deliver great service and assistance when needed
Read More19/07/2024
Reviewer Role:
Engineering - Other
Company Size:
250M - 500M USD
Industry:
Banking Industry
Ability to deliver complex use cases with top quality; agility and top speed. Hundreds of out of the box functionalities in the contact center space.
Read More19/07/2024
Reviewer Role:
Product Management
Company Size:
<50M USD
Industry:
Banking Industry
Omilia has been a great partner for us to date, and has been particularly flexible/accomodating to our unique needs. We have a strong POV/vision of vision for IVR both from customer/business and E2E tech stack perspectives, of which Omilia has been fully aligned and supporting.
Read More26/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Energy and Utilities Industry
The team has been very attentive to our needs and expectations and has been fairly consistent with communication. The uptime of the system and updates has been satisfactory.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
500M - 1B USD
Industry:
Banking Industry
This is an exclusive package of functions that is based on the cloud. NLU corresponders perfectly to the Greek Language. The cooperation is at a very high level and efficient and with deliverables as agreed.
Read More29/07/2024
Reviewer Role:
Customer Service and Support
Company Size:
3B - 10B USD
Industry:
Healthcare and Biotech Industry
The Omilia team is compiled of experts. They care about the functionality of their product and the success of their clients. I felt valued as a customer.
Read More29/07/2024
Reviewer Role:
Software Development
Company Size:
3B - 10B USD
Industry:
Banking Industry
Overall, my experience with Omilia has been very good. It's rare to engage with a vendor where it feels like a true partnership, and they care as much about the customer experience as we do.
Read More01/08/2024
Reviewer Role:
Sales and Business Development
Company Size:
250M - 500M USD
Industry:
Telecommunication Industry
Our ICT Sales team resells OCP as part of ICT projects solutions. This is a great experience because: 1) OCP is user-friendly and allows quick deployment, 2) OCP is well accepted from the part of our customers, 3) Omilia is a well committed partner.
Read More05/08/2024
Reviewer Role:
Engineering - Other
Company Size:
30B + USD
Industry:
Banking Industry
Omilia has been an outstanding partner, providing excellent resources to support our growth and system utilization. Their product team aligns with our vision and has delivered numerous enhancements to meet our specific needs.
Read More28/08/2024
Reviewer Role:
IT
Company Size:
10B - 30B USD
Industry:
Energy and Utilities Industry
Omilia has been a great partner. They have delivered amazing AI solutions that fits our needs. The team that has been working with us are phenomenal and best at what they do. They are customer focused and always come up with innovative solutions that are very helpful to our business. Omilia team is very adjustable to the time and needs of the customer.
Read More
