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…
Government agencies guard sensitive data — and fraudsters know it. That’s why their complex cross-channel attacks exploit the phone channel, leading to data breaches that expose private citizen data and create national security risks.
Not effectively protecting call center data leads to identity theft, public safety concerns and enabling illegal activities such as terrorism — not to mention investigations, lawsuits, and decision-makers losing their jobs as public outcry and bad press ensue.
Citizens rely heavily on the government’s ability to protect them
Legacy authentication solutions place citizen data and national security at risk
Ineffective authentication processes are costly when trying to identify legitimate callers
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.
— Pindrop Labs 2017 Fraud Report
Pindrop® anti-fraud and authentication solutions help government call centers protect citizen and government data, increase public safety.
Detect high-risk callers most likely to be identity thieves, criminals, or foreign agents before they have a chance to breach a government agency.
Wasting time with inefficient KBAs, caller ID, and voice biometric authentication only impedes the process for callers and agents.
By increasing government call center security to flag fraudulent callers, Pindrop® solutions help increase efficiency when dealing with legitimate callers.
Pindrop® Labs research shows that the average call center in the United States loses $0.58 to fraud per call, and public sector call centers should expect similar losses. Pindrop solutions help reduce call center fraud loss.