Vishing: the new frontier of Phone Scams (and how to protect Customers and Organizations)

Phone scams are no longer isolated incidents. In recent years, vishing—voice-based fraud leveraging social engineering techniques—has become one of the preferred channels for cybercriminals targeting banks, enterprises, utilities, and public sector organizations.

These calls often appear to come from legitimate sources: a bank, a customer service agent, or a government office. The caller ID looks correct, the voice is convincing, and the scenario seems credible.

Yet behind that call, there could be a fraudster.

According to the CERTFin Report 2025, phone fraud in Italy alone caused over €52 million in losses in 2024, with more than 38,000 reported cases—a 22% increase compared to the previous year.

For organizations, the risk goes far beyond financial loss.

When a scam originates from a call that appears to come from a trusted brand, the most serious consequence is often the loss of customer trust.

When a Phone Call becomes a Brand Risk

The phone remains one of the most widely used communication channels between organizations and users—but also one of the hardest to secure.

When attackers successfully impersonate an operator or spoof a caller ID, victims perceive the interaction as legitimate.

The consequences can include:

• Direct financial losses
• Increased complaints and refund requests
• Higher operational and legal costs
• Erosion of brand trust
• Greater regulatory and reputational pressure

In other words, a single fraudulent call can quickly become a security, customer experience, and brand reputation issue.

That’s why more organizations are looking for solutions to make voice communication secure and verifiable, just like digital channels.

From Fraud Reporting to Real-Time Call Authentication

Reporting suspicious calls is no longer enough.

Customers and citizens need to know immediately whether a call is legitimate. At the same time, organizations must continue using phone communication without introducing friction or complexity.

The challenge is to balance three key elements:

• Communication security
• Operational continuity
• A simple and seamless user experience

This is where VoxiGuard comes in.

VoxiGuard: Real-Time Call Authentication

VoxiGuard is an anti-vishing solution designed to help enterprises, banks, service providers, and public administrations identify in real time whether a call is genuine or fraudulent.

The platform can be:

• Integrated into existing enterprise systems
• Delivered by a Service Provider in a multi-tenant model
• Deployed in a secure, containerized architecture

The goal is simple: turn phone calls into a trusted and verifiable communication channel.

Three Ways to Secure Voice Communications

VoxiGuard offers multiple levels of protection, adaptable to organizational needs and service types.

1. Proactive Call Verification

When a customer receives a call that appears to come from their bank, service provider, or a public authority, they can verify its legitimacy in real time.

Through integration with VoIP infrastructure and mobile apps or digital channels, users can:

• Confirm the legitimacy of the call with a simple action
• View interaction history
• Check the list of authorized phone numbers

This transforms uncertainty into immediate verification.

2. Automatic Authentication Notifications

When an authorized operator initiates a call, the customer receives a push notification via the company’s app confirming the caller’s identity.

This creates instant proof of authenticity, increasing user trust and reducing fraud risk.

3. Secure In-App Communication Channel

At the highest level of protection, voice communication takes place through a secure data channel embedded directly within the company app, effectively turning it into a VoIP client.

In this scenario:

• Only the organization can initiate contact through the channel
• All communications are fully controlled and verifiable
• The experience remains seamless for both users and contact centers

The result: maximum security without compromising usability.

More Security, More Trust

VoxiGuard is not just a security tool.

It’s a solution designed to help organizations strengthen trust with customers and citizens by protecting one of the most critical communication channels: voice.

Key benefits include:

• Reduced phone fraud
• Increased customer trust
• Lower costs related to refunds and complaints
• Easy integration with existing infrastructure
• Support for regulatory compliance and traceability

In a landscape where vishing is constantly growing, making voice communications verifiable is no longer optional—it’s essential.