Category: Pindrop

June 25, 2020
Biometric Authentication After COVID-19: Are Contactless Biometrics the Future?
The current public health situation and subsequent social distancing guidelines have brought biometric technology into greater focus as a sustainable approach for contactless authentication. The challenge of reducing the spread of COVID-19 through physical contact has inspired experts to examine the potential of contactless biometric technology in greater depth, both for current and future applications.  …
Read More →
June 17, 2020
Contact Center Operations: How Advanced Technology Will Impact Workplace Restructuring
Social distancing guidelines are compelling modern contact centers to reassess traditional operating models and explore how AI, ML, and cloud technology can help facilitate a safe and sustainable future. Contact centers are high-traffic, high-contact environments. Agents and analysts work in close quarters, sharing equipment and available desk space with co-workers from multiple shifts. These tight…
Read More →
June 15, 2020
How Cloud Contact Centers Mitigate Disruption and Ease Disaster Recovery
Modern contact centers are turning to cloud-based solutions for strategic disaster recovery, dynamic scalability, and workforce and customer service optimization. The COVID-19 pandemic has shifted disaster recovery to the top of the priority list for many companies seeking to respond to the unique challenges of the day proactively. Unprecedented changes brought about by shifting public…
Read More →
May 14, 2020
How to Avoid Fraud and Service Gaps While Building a Sustainable Contact Center Strategy for the Future
The financial services industry is reacting in real-time as widespread telecommuting and a general environment of confusion has exposed an uptick in fraudulent activity and a higher susceptibility to customer service disruption. The challenges facing today’s financial institutions go beyond the obstacles inherent in transitioning whole segments of the workforce to remote working. During a…
Read More →
May 13, 2020
The Distraction Factor: In Times of Disruption, Fraudsters See an Opportunity
Opportunistic fraudsters are utilizing evolving scripts and increasingly sophisticated technologies and tactics to exploit contact center teams amid heightened distraction. Contact center agents and analysts are now telecommuting in large numbers. They often find it challenging to navigate the myriad distractions that naturally occur over the course of an average workday at home. Well aware…
Read More →
May 11, 2020
#WFH: 3 Ways to Ensure Customer Experience in Restructured Call Centers
Ensuring customer experience in a large organization is often tricky as trainers and trainees, as well as their environments, vary. However, in the contact center, significant opportunities exist in customer experience due to self-service options in the IVR and customer experience professionals who are trained specially for customer satisfaction.  As call centers restructure themselves to…
Read More →
May 4, 2020
Tap to Cloud: The Power of Pindrop At Any Stage of Your Cloud Journey
The cloud offers a lot of great functionality for contact centers, from slashing operational costs to reducing the burden on staff. However, despite its many benefits, many contact center companies are still wary of the cloud. Digital transformation can feel like a huge undertaking with all of the technology and operational changes companies must go…
Read More →
April 30, 2020
PINDROP PULSE FLASH REPORT: Five Insights of COVID-19 in the Contact Center
A short history of how the pandemic has unfolded – how contact centers have faired and how fraudsters have taken advantage Each day brings a new wave of COVID-19 headlines, most of them unsettling. While many are looking forward to the day when they can return to normal life, the reality is one of upheaval:…
Read More →
February 11, 2020
Excellent Customer Experience | The Gift We Are All Looking for on Valentine’s Day
In a world where technology continues to evolve, most companies are currently experiencing a digital transformation. However, companies aren’t made up of just one channel of operation – and it may be hard to determine priority. Over the years, we have noticed that the call center is often pushed to the back burner, making it…
Read More →
January 17, 2020
Pindrop for Amazon Connect | A Balancing Act
Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises. As security technology has evolved over the years, fraudsters have followed closely behind – adapting to continue to obtain the…
Read More →