• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Purpose-built AI for CX

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Workflow Orchestration

        Workflow Orchestration

        Evolve from interaction management to workflow orchestration across the entire organization.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Move beyond tools to empower employees with real-time, actionable intelligence that elevates performance.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Summary

          Instantly summarize interactions to accelerate resolution times and efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Go beyond answering questions to fully automate customer intent through fulfillment.

        Learn more

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          cyber security

          Fraudsters: A true crime series – The case of the ‘insider’ account takeovers

          by Shahar Admon
          April 14, 2023
          Share

          A giant, multinational company had been targeted by scammers before, so its agents knew to be on their guard. Yet the fraudsters brought evermore underhanded methods to their attack – with weaponized insider information.

          How did they do it?

          Profile 1: Charles

          The fraudster introduced himself to the agent as Charles and claimed to himself be working at the same company.

          "My computer is down," he said. "And I'm on live chat, trying to add a recovery email to a premium email account."

          As Charles built a friendly, collegial rapport with the agent, he said he had already verified the customer. When the agent requested an account number, he provided an email address instead. Also, he matter-of-factly told the agent where to go within the company's system, clearly demonstrating insider's knowledge.

          Ultimately, Charles succeeded in having the agent add his selected recovery email address to the account, which granted him full access to it.

          Later, he repeated this technique under different names with different agents, managing to take over numerous accounts.

          Charles was not the only one with this tactic. Matthew was another fraudster who claimed to be a colleague within the same company, and also used insider information – like the Employer Identification Number – to access accounts and take them over.

          Profile 2: George

          At this same organization, another fraudster, George, called an agent claiming there was an old mobile number on his account and that the number needed to be updated.

          The agent wanted to send him a 1-time PIN but George reminded him that the listed phone number was no longer current. He avoided the agent's request to provide an account number by giving an email and postcode instead that were accessed through phishing.

          Ultimately, George was able to gain data on the last bill date and on specific transactions, clearing the way to change the phone number and fully take over the account.

          This brazen posturing, pretending to be in possession of the "correct information" worked for George numerous times – as evidenced by the many account takeovers all tracing back to his same "new and updated" phone number.

          Piecing it together

          Charles, George, and other similar scammers employed an unnerving sense of confidence and facility, leveraging what they presented as "in-the-know" information, slickly talking themselves into a position of access, and taking over account after account.

          In addition to the steep financial costs to the organization, they eroded a critical sense of trust both from outside it and, also, from within.

          Yet top-tier fraud prevention incorporating AI interpretation of their high-risk behavior, voice biometrics detection, and real-time blocking measures, could have stopped their cases cold.

          To learn more about such a solution, reach out to us at NICE.

          About the Author

          Shahar Admon

          Shahar is a product marketing professional with more than ten years of experience in product marketing management for global companies. As Head of Product Marketing for the NiCE's Multi Channel Recording line of business, Shahar is responsible for driving strategy and thought leadership, campaigns, and sales enablement. Prior to NiCE, Shahar held the role of Global Product Marketing Director for a leading medical device company and was responsible for strategic planning, establishing a road map, and planning and executing all marketing activities for his line of business. Shahar holds a B.Sc. in Mechanical Engineering from Tel Aviv University, and an MBA from the Israel Institute of Technology (Technion).

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          August 20, 2025

          AI and workforce management: How businesses can plan for a bot-infused world to finish 2025 strong

          Read

          August 13, 2025

          Driving business impact through the 3 pillars of smart engagement

          Read

          August 6, 2025

          4 examples of how AI creates a NiCE world making financial services customers happier

          Read
          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          July 29, 2025

          NiCE TV’s Top 10: Bold conversations reimagining the future of service

          Read

          July 21, 2025

          25 moments that made Interactions 2025 a NiCEr world

          Read

          More from the blog

          AI

          AI and workforce management: How businesses can plan for a bot-infused world to finish 2025 strong

          Customer self-service has been a go-to solution for easing the load in contact centers for a long time.

          August 20, 2025

          AI

          Driving business impact through the 3 pillars of smart engagement

          In today’s hyper-connected, always-on world, customer experience no longer begins when a person dials your number or clicks your website – it starts long before.

          August 13, 2025

          CXone

          4 examples of how AI creates a NiCE world making financial services customers happier

          In today’s financial landscape, banks and other institutions aren’t just competing on rates or product offerings, they’re also competing on keeping customers satisfied and loyal.

          August 6, 2025