SolutionsTelecom
A SIM swap starts with a convincing voice.
Whoever holds the number receives the one-time codes for the bank, the email and the wallet behind it. The request arrives on your care line as an ordinary call, in your customer's own voice.
- At risk
- SIM swaps, port-outs, eSIM activations
- Arrives on
- Customer care and retail support lines
- On a flag
- A stronger check before the number moves
- First verdict
- About twelve seconds of the caller's speech
In your call
The flag lands before the number moves.
A SIM swap is not instant. There are questions, an account check and a form before it is issued, and the flag arrives while the agent is still saying hello.
a sim swap requestthe call, as your agent runs it
- 0:00Greeting
- 0:12Flag reaches the agent
- 0:20Security questions
- 0:50Account checked
- 1:24SIM swap issuedthe number moves here
Why now
1,055%
rise in unauthorised SIM swaps reported in the UK in 2024, to nearly 3,000 cases.
Source: Cifas, Fraudscape 2025 · May 2025 ↗The call your agent hears
“I've lost my phone. Can you move my number to a new SIM today?”
A cloned voice asks your care team to move a number to a new SIM.
On a flag
A flag is advice. Your call flow decides.
Trueline never ends or blocks a call. It tells the systems your team already works in, with the reason, and the response stays yours.
01
Agent screen
The agent sees the flag during the greeting and moves to the stronger check your policy defines for high-risk changes.
02
Fraud team
A case opens with the call record attached: the rule that fired, the scores and the time.
03
Call flow
Your care platform reads the verdict and holds the swap or the port-out until someone has looked.
What telecom teams ask first.
Every answer here is what the system does today. Where the honest answer is a weakness, it is written as one.
Detection performance →01Most of our callers are on mobile phones. Does that matter?
Our numbers come from internet and carrier routes, which is where voice agent fraud arrives first and where Trueline is strongest.
A mobile leg is a harder path for any detector. The call is compressed by the handset and the mobile carrier before anyone else hears it, and that first hop takes away part of what makes a synthetic voice detectable.
It is where our measurement work is now, and we will not tell you it is solved. If your callers are mostly on mobiles, say so before a pilot rather than after, and the report will tell you where your own traffic stands.
How we measure it →02Do we have to change our IVR or care platform?
No. Trueline reads a copy of the call audio, the way a call recorder does. Your routing, your IVR and your agent desktop stay as they are.
It is never in the media path, so it adds no latency, and if it is unavailable your calls carry on as normal.
How it connects →03Will it block a SIM swap on its own?
No. Trueline never ends or blocks a call and never touches your provisioning systems. The flag leaves as a signed event, and your policy decides what happens next.
Most teams start with a stronger identity check and a hold on the change, which is a decision your people already know how to make.
Bring one queue. We will show you its calls.
A pilot runs on one number or one queue for a week, beside everything you already have, and ends in a written report of what was flagged and why.