Summary
Pindrop and NiCE have officially partnered to bring native voice authentication, fraud detection, and deepfake detection to the NiCE CXone platform. This strategic integration enables contact centers to evaluate caller identity and risk in real-time using Pindrop multifactor voice and signal analysis, while delivering security insights directly inside CXone agent workflows. The partnership also introduces a resale path, allowing customers to purchase Pindrop® Solutions seamlessly as part of their CXone contracts, simplifying procurement and aligning security with broader customer experience goals.
From competitors to strategic partners
Not long ago, it would have been reasonable to view Pindrop and NiCE as competitors in the contact center ecosystem. NiCE historically offered its own voice biometric capabilities as part of a broader CX offering, and via acquisition, offered its Actimze platform for customers looking to combat financial crime. Pindrop remained an independent provider for authentication and fraud detection used by customers across many CCaaS and on-prem contact center platforms. But behind the scenes, Pindrop and NiCE often collaborated in support of a handful of customers who, using their own BYOCarrier integrations, chose to leverage both Pindrop and NiCE as part of their CX Strategy.
Fast forward to the present day, and it’s official: Pindrop and NiCE are partners now. Pindrop, long considered a best-in-class provider for authentication, fraud detection, and deepfake detection, has partnered with NiCE, a leading CCaaS provider. Together, we’ve established multiple critical integration points and a resale partnership, which allows Pindrop® Solutions to be transacted on NiCE paper.
Native integration for real-time risk and authentication
Pindrop and NiCE engineering teams collaborated over the past two years to create a native integration, where, based on customer request, NiCE routes a copy of an inbound call to the Pindrop solution for analysis. This is an intricate, telco-style integration where the Pindrop solution receives and analyzes the voice, device, behavior, acoustics, metadata, and liveness of an inbound caller to assess risk and authentication status.
Embedded intelligence inside agent workflows
Additionally, Pindrop has developed and deployed an Agent User Interface that can be embedded into CXOne, MAX, and various other agent platforms to deliver Pindrop intelligence and clear instructions to agents, enabling them to modify the treatment of inbound callers. The result is that NiCE customers can now leverage Pindrop® Solutions for authentication and fraud detection natively within CXone.
Securing the shift to agentic AI and AI Agents
Further, with many customers shifting their focus from traditional agent-led CX to agentic AI, NiCE’s acquisition of Cognigy remains an important investment to provide customers with a clear, native upgrade path for IVR modernization. Pindrop solutions fit NiCEly into this strategy, enabling a secure authentication and fraud protection layer that assesses inbound calls from origination, through the AI Agent, and onto the human agent. Cognigy customers will be able to contain more high-risk transactions based on the Pindrop solution’s passive, multifactor authentication approach.
Simplified procurement through resale
In support of these new integration capabilities, NiCE and Pindrop have established a resale partnership. NiCE customers who want to purchase Pindrop® Solutions as a component of their broader CXOne contract can do so, making transactions faster and easier while eliminating the need to add Pindrop as an additional vendor.
“We’re excited to partner with NiCE, both as a reseller and a strategic integration partner,” said Sumant Maskaur, SVP of Strategy, Operations, and Partners at Pindrop. “This is a natural evolution in our cooperation with NiCE, which will enable CXOne and Cognigy customers to deliver better CX and protect their contact centers from fraud.”
Pindrop + NiCE FAQ
What is the Pindrop–NiCE partnership?
It’s a strategic technology and resale partnership that embeds Pindrop voice authentication and fraud detection capabilities into the NiCE CXone contact center platform.
How does the integration work?
NiCE routes inbound calls to Pindrop for real-time analysis of voice, device, behavior, and risk signals, and then surfaces authentication and fraud intelligence directly inside CXone agent interfaces.
What benefits does this bring to contact centers?
Customers often gain stronger fraud defenses, faster caller verification, reduced friction, and richer risk context without adding manual steps to the CX workflow.
Can customers buy Pindrop Solutions through NiCE?
Yes — the partnership includes a resale agreement allowing Pindrop® Solutions to be transacted on NiCE paper as part of CXone contracts.
Does this support AI or virtual agents?
Yes — the integration works across CXone and NiCE’s Cognigy ecosystem, extending authentication and fraud detection into AI-driven AI Agents and automated call flows.
Learn more about the Pindrop–NiCE partnership
To learn more about how Pindrop and NiCE are delivering native voice authentication with fraud and deepfake detection for modern contact centers, please visit https://www.pindrop.com/partner/nice or contact your Pindrop representative.
