Do You Know Who’s Really Calling?
Members expect to be able to contact their credit union over the phone – to check account balances, transfer money, reset passwords, and answer questions. However, call center agents have few ways to determine whether the person they are speaking to on the phone is the actual member. Caller ID is easily fooled by spoofing phone numbers or ANIs, and knowledge based authentication questions (“What’s your mother’s maiden name?”) are easily bypassed. Criminals socially engineer the answers, find them online, or buy them on the black market.
Pindrop solutions protect many of the top 10 financial institutions by combining phone channel authentication and anti-fraud technology to assess caller identity while detecting malicious callers. With Pindrop, financial institutions can:
PREVENT ACCOUNT TAKEOVER: Criminals socially engineer call center agents to take over member accounts, set up new lines of credit, and transfer money. Pindrop identities these suspicious callers early in the kill chain of the attack.
IMPROVE CUSTOMER EXPERIENCE: Members use the call center for their most complicated issues. With Pindrop, call centers reduce frustrating authentication processes for low risk callers, letting agents get straight to solving problems.
BLOCK CROSS CHANNEL ATTACKS: Criminals use the call center to reset online account passwords or set up new accounts using stolen identities. Pindrop flags these calls before the criminal gains access to these accounts.
PROTECT BRAND REPUTATION: Recent high-profile data breaches have been tied to a lack of call center security. Pindrop fills the security gaps in the call center, helping to stop attacks that lead to data breaches.
Identity Assessment + Fraud Detection
Smart Call Center Solutions
Pindrop solutions combine authentication and fraud detection for a uniquely smart call center solution that can tell you whether a caller is who they say they are. Until now, call centers have been forced to apply the same level of security to each incoming call. This method is expensive, frustrating for members, and ineffective at stopping fraud.
Pindrop scores calls according to risk associated with the audio characteristics, geo- location, phone number reputation, and other factors. Within 30 seconds of the start of the call, the agent is shown a pop-up window displaying risk score and custom instructions for how to authenticate the call.
This allows CSRs to assess the true identity of callers, reducing authentication processes for low risk callers, cutting up to 20 seconds off the time of each. At the same time, high risk callers can be subject to greatly increased scrutiny, reducing fraud by 80%.
High-confidence risk scores for all calls and built-in intelligence sharing across enterprises
Assess whether callers are who they say they are and customize authentication procedures based on call risk scores