The revolution in electronic healthcare information has resulted in ongoing tension between privacy and accessibility. Organizations in healthcare must secure their call center, protecting PII and health records, all while providing sensitive customer service.
SECURITY GAPS BETWEEN INFORMATION PRIVACY & ACCESSIBILITY
Patient health records and PII are some of the most personal, durable, and lucrative stolen information. Fraudsters use this information to sell on the black market, file for fraudulent insurance claims, or steal identities. And they’re good at getting it from the weakest security link in healthcare services — the call center.
Lucrative Healthcare Data
Fraudsters view a healthcare organization’s call center as an easy way to steal PII
Burdensome authentication makes an already complex patient experience worse
Access to healthcare information in call centers creates security gaps elsewhere
Pindrop® Panorama: A Platform to Fit Your Call Center
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.
- Identify repeat fraudsters
- Invisibility score calls for fraud risk
- Reduce KBA for low-risk callers
Pindrop helps call centers passively authenticate customers by creating unique multi-factor credentials based on device, voice, and behavior.
- Reduce average handle time
- Improve IVR containment rates and self-service
- Improve customer experience
75% OF HEALTHCARE PROVIDERS VIEW CUSTOMER EXPERIENCE PROVIDED THROUGH THE CALL CENTER AS A COMPETITIVE DIFFERENTIATOR
— Deloitte 2015
HOW PINDROP® PROTECTS HEALTHCARE
Pindrop® anti-fraud and authentication solutions help healthcare call centers prevent fraud, lower costs, and improve patients’ call center experience, while protecting their privacy and the brand’s reputation.
REDUCE FRAUDULENT ACCOUNT TAKEOVERS & IDENTITY THEFT
To protect healthcare providers from costly data breaches and account takeovers that violate patient privacy, Pindrop helps call centers detect high-risk callers, flagging these calls before the criminal gains access to private and confidential information.
IMPROVE THE PATIENT EXPERIENCE
Patients rely on healthcare call centers for their most complicated issues — and Pindrop® anti-fraud and authentication solutions can help call centers make that process easier, enabling agents to more quickly help patients and customers.
PROTECT PATIENT PRIVACY & BRAND REPUTATION
High-profile data breaches have a devastating impact on healthcare organizations — leading to the perception that they can’t safely protect patient data and privacy. Pindrop solutions fill in call center security gaps, helping stop attacks that lead to embarrassing and damaging data breaches.
LOWER OPERATIONAL COSTS
By quickly and accurately authenticating callers, Pindrop solutions help healthcare providers reduce call center operational costs. Highly accurate risk scoring means fewer service disruptions and unproductive investigations from false positives.