Call center agent adjusting a headset while seated at a computer

Risk Scoring and Authentication

Spot Risk Before It Reaches Your Call Center

Vail evaluates every call before it reaches your IVA, IVR, or agents – isolating nuisance and fraudulent activity before exposure and clearing your legitimate customers faster.

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<10ms

Risk scoring speed, powered by our patented data framework

40B+

Historical call events inform risk evaluations

10+

Sec of handle time saved per call on average

$25M+

In combined business benefit in one year (customer reported)

Data Framework

Vail Sees the Caller Before the Call Begins

Vail delivers unmatched visibility into each call through our unique position in the voice ecosystem: caller data across major carriers and industries, decades of telephony experience, and the speed of AI-powered heuristics.

Before connection, our patented data framework combines billions of historical call records, live carrier signals, proprietary algorithms, and optional third-party data to deliver the earliest, most complete view of every caller in under 10 milliseconds.

Real-Time Risk Control

Align Authentication and Risk for Each Call

Every call gets a risk score (1–100) weighted against both real-time behavioral patterns and historical calling data. Use it to instantly allow, challenge, or block a caller, or tailor treatment as conditions and fraud tactics evolve.

Cut one or more KBA questions for each trusted caller
Arm frontline agents with clear signals to counter social engineering and trigger step-up verification when needed
Add third-party metadata to lift identification of low-risk callers by ~20%

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Risk Scoring events screen showing call ANI and DNIS list with risk event detail panel

Explainable Risk Decisions

Optimize Call Treatment with Network-Level Visibility

Use a risk score to help drive agent authentication workflows or examine the contributing factors behind it, helping your team manage nuanced cases and shape call treatment with confidence. Monitor real-time traffic trends and risk distributions to identify emerging fraud and nuisance call patterns before they scale.

Distinguish legitimate traffic from nuisance, spoofed, or nefarious calls, even when volume or caller ID make them appear legitimate
Immediately identify callers from low-trust carriers or with a known bad actor match
Precisely route callers in real-time using SIP-level metadata (custom headers, redirect info, transport data)

Risk Scoring dashboard with risk scores chart, score reasons, and risk distribution

Advanced Risk Scoring Services

Layer on the Signals You Need

Strengthen risk insights with additional signals derived from carriers, network behavior, and historical data. Use each signal independently or combine them for a multi-layered authentication strategy.

Enhanced STIR/SHAKEN Verification

Go beyond simple STIR/SHAKEN pass/fail checks and improve nuisance call identification by combining carrier trust signals with historical call behavior.

Originating Carrier Screening

Gain visibility into known nuisance carriers to inform treatment decisions.

Custom Cleared and Blocked Lists

Assess ANI and other key indicators to block or reroute known bad actors and streamline trusted users.

Dynamic ANI Velocity Rules

Detect and block high-frequency calls from a single number. Pair with Cleared / Blocked Lists to prevent disruption of internal or partner traffic.

Human Liveness Detection (Basic and Advanced CAPTCHA)

Stop prerecorded attacks, voice spoofing, and TDoS surges by challenging callers with random key sequences or spoken prompts.

Country of Origin Identification

Surface calling behaviors and patterns tied to a number's country of origin.

Implementation

Use Vail Risk Scoring the Way That Works for You

Self-Serve

Integrate via API

Add pre-answer risk scores and insights straight into your existing authentication, routing, and analytics systems with a lightweight API. Minimal IT lift. No new infrastructure required.

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Managed

Partner with Our Experts

Migrate your voice traffic to Vail and inherit over 35 years of proven voice expertise – 200+ in-house engineers, a specialized AI/ML research and development team, and experienced risk analysts to keep your systems tuned and aligned with your operational goals.

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See What's Getting Through Your Current Defenses

Most organizations don't know how much high-risk traffic reaches their IVR, agents, and authentication workflows until costs have already been incurred.

Vail Risk Scoring FAQs

Vail Risk Scoring identifies callers before they reach an IVA, IVR, or call center agent. Risk scores (1-100) and supporting insights can be used to stop unwanted activity before exposure and streamline trusted users through authentication.

Before connection, Vail Risk Scoring analyzes each call against billions of historical call records, real-time network signals, and decades of cross-industry intelligence to flag unwanted activity early. It uses a patented data framework to return a risk score and insights in under 10 milliseconds, so authentication decisions can happen before friction slows users or agents.

Vail helps organizations identify fraud attempts, spoofed calls, robocalls, spam, and Telephony Denial of Service (TDoS) attacks. It provides earlier visibility into threats that can impact customer experience, operational costs, and authentication workflows.

Vail reduces the number of risky calls reaching agents by enabling organizations to route, challenge, or block calls before connection. This helps eliminate one to two KBA questions per caller and allows agents to focus on legitimate customers, saving up to 10 seconds off average handle time per call.

Every risk score comes with the contributing factors behind it — not just a number — so your team can manage nuanced cases with confidence and catch emerging fraud patterns before they scale. That visibility helps businesses tell legitimate traffic apart from spoofed or fraudulent calls, flag callers from low-trust carriers or known bad actors, and route calls precisely using SIP-level metadata.

Yes. Vail Risk Scoring integrates with existing call infrastructure through a lightweight API, allowing organizations to pass risk intelligence directly into their routing, authentication, and reporting systems.