“Free”: The True Costs of Knowledge Based Authentication Questions?

Imagine that you are trying to log in to your 401k account after a long time and as luck would have it you don’t remember the password. You try to reset the password online but you don’t remember the answers to the security questions you had set up while opening the account. After several minutes of a frustrating online experience,…
October 12, 2021
Preparing Regional Bank & Credit Union Contact Centers to Cash in on New Waves of Customers
While the financial fallout from COVID-19 may have sent the US economy into a pandemic-induced hibernation in 2020, Americans woke this Spring to low interest…
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July 6, 2021
The 2021 Caller Authentication Guide for Contact Centers
Contact center authentication defends your business, but many leaders are struggling with choosing the best type of authentication solution for them. In addition, recent shifts to massive swarths of the workforce staying home have created new challenges in security, workforce optimization, and consumer behavior. We’ve organized a collection of tools, assets, and other resources to aid contact center leaders in…
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September 27, 2021
ANI Validation: Fixing The Game of Telephone
It’s helpful to think about the authentication process on a spectrum, where not every customer interaction needs to face the same level of authentication requirements.…
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September 27, 2021
Deepfake: The New Fraud Tool on the Block?
Deepfakes are generative media in which a person in an existing image or video is replaced with someone else’s likeness. Deepfakes leverage powerful techniques from…
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August 24, 2021
Knowledge-Based Authentication (KBA) is on the Outs, but Remain Useful
There was a point in time where knowledge-based authentication (KBA) questions were an effective form of identification. But that time is gone. It’s likely that…
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March 18, 2021
Next Caller Inc. Joins the Pindrop Family
Today marks a significant milestone for all of us at Pindrop. As we announce our first acquisition, we welcome industry peers, Next Caller Inc., into the Pindrop family. Next Caller will become a Pindrop company and, while they will continue as a separate but complementary business, our new partnership will extend our leadership in the industry. Our new partnership will…
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August 22, 2021
Things You Can Do to Improve Your Contact Center’s CX
In today’s technology-obsessed world, the way customers communicate with businesses has changed. In addition to the good old phone call, we now also have email,…
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August 16, 2021
How to Make KBA’s Work for Your Contact Center
Knowledge Based-Authentication (KBA) questions attempt to validate identity using information that, in theory, only the account owner could answer. Knowledge-based authentication comes in two flavors:…
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July 9, 2021
Colonel Mustard in the Contact Center, with a Cell Phone!
Fans of the board game turned cult classic film Clue, or Cluedo as it is known in other parts of the world, know it is…
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July 7, 2021
Account Risk Adds a New Dimension to Fight Fraud
Today’s fraud tools are typically designed to focus on real-time prevention at the customer access point. Limiting fraud detection to look at real-time events can…
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July 6, 2021
KNOWLEDGE DOES NOT EQUAL SECURITY
Airlines, banks, stock exchanges, and trading platforms suffered brief website outages this week1 after a key piece of internet infrastructure failed, sparking the second major…
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November 12, 2020
Contact Center Security: Anomaly Detection and Fraud Prevention Best Practices
Fraud costs don’t start in your finance department. They start in your IVR. 60% of fraud begins in or touches it and while you are aware of the media reported mega-breaches that have plagued companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? Fraudsters stalk contact…
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