Social Engineers Bypass Two-Factor Authentication in High-Profile Gaming Community
Identity confirmation is taking center stage for many companies undergoing customer experience initiatives or digital transformations. At Pindrop, we know that the key to a remarkable experience is one that is able to transcend asking about mothers’ maiden names or other security questions and get to the reason why the customer is on the phone. […]
Authentication in Today’s Digital-First World pt. 3
Part 3 – Internet of Things The COVID-19 pandemic changed the way people interact with controllers in favor of no-touch systems. In addition to improving safety, voice-first technology also enhances the customer experience by adding convenience to communication since we can speak so much faster than we can type. By enabling verbal commands to touchless […]
Authentication in Today’s Digital-First World pt. 2
Part 2 – Banking/Cash Apps Digital banking and cash sharing apps are increasing in popularity for sending and receiving money instantly. As many as 29% of North American transactions originate from a digital wallet with an estimated 64 million mobile payment users in the US. With these apps, users simply connect their credit cards or, […]
Authentication in Today’s Digital-First World pt. 1
Part 1 – Crypto Cryptocurrency adoption is increasing globally by the day and going mainstream comes with its own challenges to providing a seamless and secure customer experience. As crypto is the new kid on the block, even the slightest bad experience can damage a crypto exchange’s reputation and slow adoption rates in this volatile […]
Measuring STIR/SHAKEN Attestations Against ANI Validation
October 2021 Data Report: Measuring S/S Attestations against VeriCall® Technology’s ANI Validation Summary of Key Findings Next Caller, a Pindrop® Company, reviewed the analyses conducted
Cancel The Questions! Rethinking Authentication To Balance Service & Security
There are many ways to complete call authentication, but the process typically involves using information (“factors”) from one or more of the following categories: Something you know, like the answer to security questions or passwords Something you have, like a phone or a token in your possession Something you are, like your voice or fingerprint […]
How a Digitally Transformed Contact Center Saves You Money
In today’s world where technology continues to evolve, most companies are currently experiencing a digital transformation. Now, as companies move further into digital transformation, they gain an opportunity to save even more because of greater efficiencies created through analytics, AI and digital platforms. Digital transformation helps to use resources, some of which may already be […]
Deepfake Audio Detection in the Call Center
Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake, this attack happened over the phone channel. Voice conversion as a fraud tool Deepfake Audio includes two types of speech processing techniques: speech synthesis and voice conversion. Speech synthesis typically aims to convert […]
What Does Digital Transformation Look Like for Contact Centers?
Table of Contents What is Digital Transformation and what’s driving it? The contact center of the future is already here. Contact centers have been constantly transforming and reinventing themselves with a focus on improving customer experience. Growing call volume, greater competition for customer retention, and pressure to increase revenue have all contributed to contact centers […]