Centralized event log generation and analysis for contact centers

A computing system comprising:

• one or more storage units configured to store a centralized event log for a contact center of an organization;
• and
• one or more processors in communication with the storage units and configured to:
• receive, from a plurality of front-end systems within the contact center, call data associated with actions performed during a call into the contact center;
• create an entry for the call in the centralized event log for the contact center, wherein the call entry includes the call data received from the plurality of front-end systems, context data associated with the call received from a plurality of back-end systems, and a common identifier that correlates the call entry with other call entries in the centralized event log for a same entity identified for the call;
• analyze the call data and the context data included in the call entry along with the correlated call entries having the same common identifier as the call entry to determine a fraud risk score of the call;
• and
• transmit a pointer to the call entry in the centralized event log that includes the fraud risk score to one or more of the front-end systems for use in determining how to handle the call.

A non-transitory computer readable medium including instructions that when executed cause one or more processors to:

• receive, from a plurality of front-end systems within a contact center of an organization, call data associated with actions performed during a call into the contact center;
• create an entry for the call in a centralized event log for the contact center, wherein the call entry includes the call data received from the plurality of front-end systems, context data associated with the call received from a plurality of back-end systems, and a common identifier that correlates the call entry with other call entries in the centralized event log for a same entity identified for the call;
• analyze the call data and the context data included in the call entry along with the correlated call entries having the same common identifier as the call entry to determine a fraud risk score of the call;
• and
• transmit a pointer to the call entry in the centralized event log that includes the fraud risk score to one or more of the front-end systems for use in determining how to handle the call.