Case Study: Large Telecommunications Service Provider disrupts organized fraud and saves millions with Nuance Communications

Major telco provider disrupts organized fraud with Nuance

Large Telecommunications Service Provider, which serves over 150 million subscribers, faced organized telephone fraud targeting its telesales, activations and support channels—costing roughly $2,000 per fraudulent transaction and threatening customer and partner trust. To protect customers without adding friction, the provider deployed Nuance Communications’ Security Suite, leveraging voice biometrics and fraud detection as an extension of its existing Nuance solutions.

Nuance Communications implemented hourly voiceprint creation, a managed “Watchlist” of known fraudsters and a whitelist for verified customers, plus analyst risk reports to prioritize investigations. The solution prevented more than 4,000 confirmed fraud attempts in under three years (about $2,000 saved per incident), delivering up to $7 million in transactional savings, $1–3 million in annual savings, lower operational costs, improved customer experience, and a measurable deterrent effect.