Keeping Denial of Service and Financial Fraud out of Your Contact Center
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Transactions and customer interactions flowing through your contact center and other customer support lines are the financial lifeblood of your enterprise. Unfortunately, security threats such as Telephony Denial of Service (TDoS) attacks and fraudulent social engineering schemes are dramatically increasing and becoming more difficult to detect and prevent. These and other threatening, negative value calls are having a significant, operational impact on many financial, heath care, retail, emergency response, and other organizations across North America.
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Keeping Denial of Service and Financial Fraud out of Your Contact Center
- 1. Keeping Denial of Service and Financial Fraud Out of Your Contact Center Mark Collier, Chief Technology Officer SecureLogix Corporation
- 2. About SecureLogix SecureLogix: •UC security and management solution company •Security solutions for UC and TDM •Solutions integrated on Cisco ISR/ASRs •www.securelogix.com Mark Collier: •Author of Hacking Exposed: UC and VoIP •Author of many SIP/RTP attack tools •Conducted many security assessments •www.voipsecurityblog.com •markcollier46 on twitter and Google+ SecureLogix
- 3. State of Security Report http://www.securelogix.com/sos/ SecureLogix
- 6. Low/High/No Value/Negative Value Calls SecureLogix
- 7. Example Impact/ROI Revenue: $30BN (Annual) Employees: 30,000 Call Count: 9,750,000 Cost per Call: $3.00 Negative Value Calls: 477,750 (5%) Customer LLR: $62.15 ------------------------------------------------------ NVC Cost: $1,433,250 Lost Revenue: $4,500,000 Efficiency Impact: $5,593,500 ------------------------------------------------------ Total Annual Loss: $11,526,750 SecureLogix
- 8. Telephony Denial of Service (TDoS) for fraud, extortion, and disruption SecureLogix
- 9. TDoS Bulletins from DHS and FBI 2013 Public TDoS & Voice Attack Warnings Issued by: •DHS – Department of Homeland Security • Initial Alert in March 2013 • Latest TDoS Alert issued from DHS on Oct 17, 2013 •FBI – Federal Bureau of Investigations • Private Industry Notification on TDoS – July 2, 2014 • Call Pumping Alert - Oct 25, 2013 • Original announcement – May, 2010 •NENA 911 – National Emergency Number Assoc. •APCO International – Assoc. of Public- Safety Communications Officials •Several U.S. state agencies SecureLogix
- 15. Social Networking TDoS – Examples SecureLogix
- 17. Simple Automated TDoS Example SecureLogix
- 19. Complex Automated TDoS – Turnkey Tool SecureLogix
- 23. Financial Fraud • An issue for all enterprises with financial contact centers • Attackers take over individual’s accounts (ATO) • A growing threat – arguably easier than Internet/mobile • Typical targets are consumer accounts - credit, debit, HELC • Knowledge Based Authentication (KBA) is ineffective • Attackers know limits and corresponding authentication SecureLogix
- 24. Financial Fraud • Attackers use anonymous numbers and burner phones • Spoofing the number is also common • Attackers disguise their voice, use distortion/noise • Easy to get PI via the Internet, phishing, black market, etc. • Attackers can also get PI through the IVR • Attackers may also intercept verification calls • It usually takes multiple calls to get the money SecureLogix
- 27. System Architecture - SIP Service Provider SIP Trunk CUBENetwork Tap ENUM Request Request ENUM Appliance SIP/RTP Probe Web Interface System Console Managed Service Reports Dashboards Mediation/ Management Database Server Cache/Audio Processor IP PBX/IVR/CC SecureLogix
- 28. System Architecture – TDM or SIP SecureLogix
- 29. Call Risk Scoring and Filtering SecureLogix
- 32. Thank-you for participating Questions/Comments Mark Collier, CTO, SecureLogix Mark.collier@securelogix.com Joe Gerard, Vice President Marketing and Sales, i-Sight j.gerard@i-sight.com SecureLogix