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The Hidden Threat of Voice: Why Phone Scams Are Costing Consumers More Than Ever
IT Support & Help Desk
Stop IT help desk breeches.
Before it's too late.
Are you prepared to fight back?
Your IT help desk sits at the crossroads of security and service.
Security teams demand stronger controls, while employees expect fast resolutions. Help desk–driven breaches are no longer edge cases—they’re among the most common initial access vectors in modern attacks.
MGM Resorts (2023): A Scattered Spider actor impersonated an employee and convinced the help desk to reset MFA—resulting in an attack costing $100M+.
Caesars Entertainment: Attackers used similar tactics to steal sensitive customer data, reportedly paying a $15M ransom.
Major UK retailers (2025): Marks & Spencer, Co-op, and Harrods were breached after attackers impersonated employees and persuaded agents to reset credentials.
Healthcare sector: The U.S. Department of Health and Human Services has issued alerts warning of surging help desk–targeted social engineering.
Security teams demand stronger controls, while employees expect fast resolutions. Help desk–driven breaches are no longer edge cases—they’re among the most common initial access vectors in modern attacks.
MGM Resorts (2023): A Scattered Spider actor impersonated an employee and convinced the help desk to reset MFA—resulting in an attack costing $100M+.
Caesars Entertainment: Attackers used similar tactics to steal sensitive customer data, reportedly paying a $15M ransom.
Major UK retailers (2025): Marks & Spencer, Co-op, and Harrods were breached after attackers impersonated employees and persuaded agents to reset credentials.
Healthcare sector: The U.S. Department of Health and Human Services has issued alerts warning of surging help desk–targeted social engineering.
Real-Time Detection, Real-Time Action
- Concrete signals
Instead of “something feels off,” agents get clear, explainable indicators derived from acoustic and behavioral patterns. This removes self-doubt and makes escalations defensible. - Faster support for legitimate callers
Because Modulate identifies low-risk calls with high confidence, agents can streamline verification for most employees, improving satisfaction and reducing handle time. - Less confrontation, more clarity across the board
When escalation is needed, agents can reference system guidance, not personal suspicion. - Separate signal from noise
Distinguish between authentic emotional stress due to legitimate issues like system outages versus fabricated or inconsistent stress patterns common in social engineering scenarios
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Why Modulate?
- Password Reset & Provisioning Requests: Real-time analysis flags risky calls before access is granted.
- Voice ID for Key Roles: Detects synthetic or impersonated voices claiming to be high-value targets.
- Seamless Call Center Integration: Alerts appear directly in the tools agents already use—no new UI required.
- Manager Escalation & Review: Suspicious calls automatically routed for oversight with full context provided.
- Compliance & Audit Reporting: Automated logs capture verification steps, flag reasons, and outcomes.
- Trend Analysis Dashboard: Track attack patterns, agent performance, and alert accuracy to continuously optimize.
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USERS PROTeCTED
120 million
Hours of voice chat moderated
15 million
Moderator Actions Taken
10 million
Use cases
Banking
Safeguard customer accounts and transactions with real-time voice analysis, recognizing clients who have been scammed or abused as well as actual fraudsters to help you prevent financial loss for your most vulnerable customers.
Insurance and Credit Card Providers
Recognize fraudulent insurance claims or attempts to cancel valid charges by recognizing the inconsistent stories, deceptive intent, and other indicators of fraud.
Gig Economy
Safeguard your platform, workers, and users from abuse, including identity theft and fraudulent transactions. VoiceVault's real-time analysis detects social engineering attempts during customer support calls or in-app voice communications, maintaining trust and security in the platform.
Freight and Logistics
Protect against high-value fraud attempts, including account takeovers and social engineering tactics used to obtain sensitive pickup information.
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