TELCO

PROTECTING THE

TELECOMMUNICATIONS INDUSTRY

Telecommunications companies’ call centers are enticing targets for many reasons. Fraudsters steal products, services, identities, and account information to sell on the black market or to enable cross-channel attacks.

HANGING UP ON TELECOM CHALLENGES

Telecom call centers are under attack. Current anti-fraud and authentication solutions struggle to battle these fraudsters. Caller ID is easily spoofed, and answers to knowledge-based authentication questions can be purchased on the black market. So how do telecom call centers deter fraud while providing a seamless experience for legitimate customers?

Attractive Targets

Expensive stolen phones are easily resold on the black market

Poor Customer Experience

Ineffective authentication solutions make legitimate customers feel like criminals

Weak Protection

Relying only on legacy solutions makes telecommunications call center security the weakest link

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.

ANTI FRAUD

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

better-icon

AUTHENTICATION

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

PINDROP® LABS FOUND THAT ONE IN EVERY 937 TELECOM CALLS IS FRAUDULENT

— Pindrop® Labs 2017 Fraud Report

HOW PINDROP® PROTECTS TELECOMMUNICATIONS

Pindrop® anti-fraud and authentication solutions help telecom call centers reduce fraud, improve customer experience, lower operational costs, and protect customer accounts.

REDUCE FRAUD

Pindrop solutions help call centers detect suspicious callers most likely to commit fraud or create a fake “new” account before they can make a fraudulent purchase.

IMPROVE CUSTOMER EXPERIENCE

Pindrop solutions help telecom call centers reduce time spent on authentication processes that frustrate legitimate customers. By letting agents get straight to helping the customer, call centers improve customer experience, customer retention, and competitiveness.

REDUCE CALL HANDLE TIME

By streamlining authentication processes according to risk, Pindrop solutions help call centers reduce the average handle time (AHT) for low-risk callers. Reducing AHT — even by seconds — helps telecommunications call centers with a high volume of calls reduce operational costs.

PROTECT BRAND REPUTATION

By identifying fraudulent callers during the early reconnaissance phases of an attack, Pindrop solutions help call centers prevent attacks and keep brand reputations high.

FEATURED CASE STUDIES

Fraudeurs à l’assaut des centres d’appels vaincus
Pindrop® Solutions: Beating the Balancing Act of Security and Customer Experience

LEARN HOW PINDROP® SOLUTIONS CAN HELP INSURANCE CALL CENTERS

solutions_UI_promofooter@2x (1)