Can you trust your integrator with Fraud Analysis?

As some of you know, over the past 9 months, I’ve been heavily involved in the establishment of Humbug. For those who may not know, Humbug is a Call Analytics and Fraud Analysis SAAS. Now, differing from many of the current telephony SAAS projects, we are not based on Amazon EC2 or some other public cloud infrastructure, we build our own cloud environment. Why do we build our own cloud? simple, we need to keep your data secured and confidential. At Humbug, we see ourselves as a cross between Google Analytics – in our ability to analyze and handle data and Verisign – in our security and confidentiality requirements and methodologies.

Question be asked, why do people trust Verisign to provide SSL certificates around the world. What makes Verisign’s CA better than a privately owned CA – the answer is simple, it’s a third party 2 entities can entrust at the same time. Humbug aims to provide the same lever of trust, simply because we regard your data as sacred and valuable.

Since about 2 months ago, we’ve been contacting various Asterisk integrators around the world, inviting them to evaluate Humbug services. Now, while some integrators and vendors were somewhat reluctant, others were more than happy to join. We now have over 250 monitored systems around the world, with system being monitored and analyzed in Israel, USA, UK, Brazil and more.

The thing that amazed me in regards to some of the integrators who decided not to participate was that they claimed: “we provide our customers our own brew of fraud analysis service, we don’t require your SAAS”. Now, while I can accept the fact that an integrator would offer such a SAAS as an in-house service, I can’t see why a customer would rely on these services. In my view, relying on your integrator to provide fraud analysis services is like relying on the integrator of your alarm system to provide hired guard services – it just doesn’t make any sense to me. Why doesn’t it make sense? in Hebrew we say: “Go prove that you have a sister”. Imagine that your PBX integrator offer you such a service, then, in some obscure manner, your PBX gets hijacked and you get slammed with 50K$ worth of phone calls to Somalia. Now, your integrator would say: “Hmmmmm… that’s odd, we didn’t even get those CDR events to our system… you really got hacked bad…” – sure, if you only rely on CDR records to do your analysis (which is what 99.9% of integrators do). There is much much much much more to fraud analysis than just CDR analysis – if it all began and finished with CDR analysis, then by far Cvidya, Verint, NICE and many others would have been made redundant.

Allowing your integrator to provide you with fraud analysis SAAS is like putting the fox to guard the hen house, when things louse up (and they may), he’s the first one to bail out saying: “It’s not my fault”.

Humbug takes a totally different approach to fraud analysis, specifically, in the way we regards the various PBX systems and integrators. We are vendor agnostic and integrator agnostic – we will provide you with the clear and concise information you require in order to make an educated decision as to how you were de-frauded (if de-frauded) and provide you a faster alerting and response time. Our recent adventures had lowered our fraud alert response time from 60 minutes, down to 14 minutes in some cases. Most fraud analysis system carry a 24-36 hour turn around time, by that time, you can be out of 50K$ – our aim is to lower that number to no more than a 100$ in the worst case. Ambitious? yes, down right crazy? probably so, but we always say: “Aim for the moon, you’ll land on a star!” – so we know we’ll get there.