Do You Know Who’s Really Calling?
Citizens expect to be able to contact their government agencies over the phone. However, agencies have few ways to determine whether the person they are speaking to on the phone is who they say they are. Caller ID is easily fooled by spoofing phone numbers or ANIs (automatic number identifications). Likewise, 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 government organizations by combining phone channel authentication and anti-fraud detection technology to assess the true identity of callers. With Pindrop, government agencies can:
SAFEGUARD GOVERNMENT DATA: Criminals and foreign agents also use the phone to socially engineer call center workers into divulging classified government data. Pindrop identifies these social engineers early in the attack.
INCREASE PUBLIC SAFETY: Criminals and terrorists use the phone for reconnaissance when planning attacks. They also conduct phone scams to raise money for terrorist groups. Pindrop helps law enforcement complete forensic investigations in the phone channel.
REDUCE ABUSE OF RESOURCES: Time spent assessing caller identity is significant for agencies with limited budgets. Pindrop increases call center security for fraudulent callers, but increases efficiency for dealing with legitimate callers.
STOP FRAUD LOSS: Pindrop research shows the average private sector call center loses $0.57 to fraud per call. Public sector call centers should expect similar losses. Pindrop stops phone channel fraud.
Identity Assessment + Fraud Detection
Smart Call Center Solutions
Pindrop solutions combine caller 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 inefficient, frustrating for callers, 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 call center agents 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%.