October 3, 2018
The Future of Voice, Fraud, and the Impact to CX | A Recap
Voice is growing out of the call center, out of…
Fraudsters take over accounts, steal identities, or commit transaction fraud through call centers, leading to significant fraud loss. Hits to brand reputation and customer satisfaction, coupled with higher operational costs — as call centers spend more time per call trying to prevent attacks — can be prevented.
Pindrop® Labs found a 61% year-over-year increase in FI fraud attacks — higher than any other industry studied.
Current solutions for banking and financial call centers are inefficient for authenticating customers and deterring fraudsters.
Breaches and account takeovers impact brand reputation and customer trust.
Pick and choose from authentication and anti-fraud solutions to fit your needs and serve your customers, with Pindrop Panorama, Pindrop’s next generation platform. From the carrier to the IVR and agent, call centers that deploy Panorama can seamlessly authenticate legitimate callers and weed out fraudsters, while decreasing average handle times and cost per call.
Pindrop helps call centers detect fraud throughout the lifecycle of a call by analyzing the audio, voice, behavior and metadata to create call risk scores and fraudster profiles.
Pindrop helps call centers passively authenticate customers by creating unique multi-factor credentials based on device, voice, and behavior.
“Much of the fraud that is enabled in U.S. financial institutions’ contact centers later occurs in another channel (i.e., occurs as cross-channel fraud). Examples include a debit card, credit card, or check order obtained by an impersonator, or online fraud that results from credentials being reset by the contact center agent. At many banks, the root cause of the fraud losses — the contact center — often goes unrecognized.”
— Shirley Inscoe, Aite Group
Pindrop® anti-fraud and authentication solutions help financial institutions lower fraud costs, improve customer experience, and avoid embarrassing data breaches originating in their financial call centers
Pindrop® solutions help call centers identify and flag suspicious callers early, quickly, and accurately over the voice channel, detecting fraudsters before they have a chance to perform reconnaissance or gain access to accounts.
Pindrop® Labs found the average financial institution call center reported average fraud losses of $0.58 per call. Many Pindrop customers report a reduction in fraud losses by over 70%.
Pindrop® solutions help call centers reduce frustrating authentication processes and false positives for low-risk callers, while allowing agents to focus on supporting customer requests and maintaining positive relationships.
A high-profile data breach is devastating to a bank or financial institution, and recent breaches have been tied to a lack of call center security. By shoring up security gaps, call centers can help stop attacks that could devastate a brand and customer base for years.