| Bookshelf Home | Contents | Index | Search | PDF | |
Siebel eCommunications Guide > Fraud Management >
Business Scenario for Fraud Management
This scenario shows a sequence of procedures performed by a customer service representative (end user). Your company may follow a different sequence according to its business requirements.
A CSR is responsible for handling fraud issues for all of your small and medium-sized customers. A business customer has a contract for wireless subscriptions for the firm's employees. The owner is one of the wireless subscribers and is based in Rome.
The CSRs fraud management system notices that calls from the owner's wireless phone have originated in San Francisco and Los Angeles within a span of a few minutes. This can only happen when a wireless handset has been cloned. The fraud management system generates a fraud alert for the customer's account, with the fraud level set to Certain, the fraud type set to Invalid Calls, and fraud event set to Simultaneous Calls. The fraud management system also suspends the customer's account pending customer confirmation. The fraud message and the associated call detail records (CDRs) are forwarded to Siebel eCommunications. The fraud system creates the alert and flags the account. Through integration with the third-party system, the fraud data is sent to the CSR's Siebel application, and the account is flagged as fraudulent. The Siebel application creates a fraud alert and fraud alert details and updates the customer account with the fraud level.
Siebel eCommunications has been configured to generate an activity to contact the customer. The fraud alert appears in the customer service supervisor's queue by default, and the supervisor assigns the fraud alert to the CSR, who then examines the fraud alert and associated fraud alert details. The CSR also checks for any other fraud alerts raised against the customer's account in the last 12 months to see if there is a history of fraud. This turns out to be the first fraud alert against this customer's account.
The CSR looks up contact information for the customer in Siebel eCommunications and telephones the owner, who is listed as the primary contact for the customer account. The owner mentions that he has not been to Los Angeles for more than two years, and is certain that the phone has been in his control during this period. The CSR informs him that there may have been a fraudulent use of his telephone number, and that the CSR will need to provide him with another telephone number. The customer agrees to take his handset to the nearest dealer who will help him with this process. The CSR updates the fraud alert's status and attaches appropriate comments.
Siebel eCommunications transmits this information to the fraud management system. The CSR's fraud management department then starts its formal investigation.
Figure 17 shows a possible sequence for managing fraud.
| Bookshelf Home | Contents | Index | Search | PDF | |
Siebel eCommunications Guide Published: 23 June 2003 |
