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Pindrop Pulse is a resource hub for everything from the basics of voice fraud and security, to advanced topics and discussions happening in the industry. Take your knowledge to the next level.

Pulse | Case Study

Affinity Plus Federal Credit Union Sees Big Impact with Pindrop


With high wait times, abandon rates, and agent burnout, Affinity Plus Federal Credit Union was looking for answers. This case study dives into how one of the largest credit unions in Minnesota transformed their member experience AND lowered their fraud rates. It’s worth the read to see how they achieved a significant reduction in hold times, improved abandon rates, reduced Average Handle Time (AHT), all in just 3 months!

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Pulse | Case Study

MB Bank - A Pindrop Passport Case Study


MB Bank, one of the largest banks in the U.S. was experiencing operational hiccups that drove handle times up, customers away, and added unnecessary hurdles and aggravation on both the caller and agent’s behalf. Plagued by rising wait times, and an inability to successfully and effectively authenticate callers, this well known national bank connected with Pindrop for help. Pindrop was able to authenticate 90% of eligible calls for M.B. Bank using only DTMF and no voice. Pindrop Passport enabled this client to slash inefficiencies in their workforce, scaled effortlessly to handle the 42 million annual call volume, and significantly reduced the need for KBAs without sacrificing service, call metrics, or security.

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Pulse | Case Study

Huge Insurance Co. - A Pindrop Passport Case Study


Huge Insurance Co., one of the largest insurance companies in the U.S. was experiencing unnecessarily high average handle times, causing serious slowdowns in customer resolutions. Pindrop was able to authenticate 88% of eligible calls for Huge Insurance Co. passively and before being connected to an agent, restoring trust among staff and customers within the contact center. In addition, after implementing Pindrop Passport, Huge Insurance Co. saved $864,000. Pindrop Passport nearly eliminated KBAs, strengthened frontline defense, and reduced costs for this customer.

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Pulse | Case Study

Affinity Plus Federal Credit Union Sees Big Impact with Pindrop


With high wait times, abandon rates, and agent burnout, Affinity Plus Federal Credit Union was looking for answers. This case study dives into how one of the largest credit unions in Minnesota transformed their member experience AND lowered their fraud rates. It’s worth the read to see how they achieved a significant reduction in hold times, improved abandon rates, reduced Average Handle Time (AHT), all in just 3 months!

Download
Pulse | Case Study

MB Bank - A Pindrop Passport Case Study


MB Bank, one of the largest banks in the U.S. was experiencing operational hiccups that drove handle times up, customers away, and added unnecessary hurdles and aggravation on both the caller and agent’s behalf. Plagued by rising wait times, and an inability to successfully and effectively authenticate callers, this well known national bank connected with Pindrop for help. Pindrop was able to authenticate 90% of eligible calls for M.B. Bank using only DTMF and no voice. Pindrop Passport enabled this client to slash inefficiencies in their workforce, scaled effortlessly to handle the 42 million annual call volume, and significantly reduced the need for KBAs without sacrificing service, call metrics, or security.

Download
Pulse | Case Study

Huge Insurance Co. - A Pindrop Passport Case Study


Huge Insurance Co., one of the largest insurance companies in the U.S. was experiencing unnecessarily high average handle times, causing serious slowdowns in customer resolutions. Pindrop was able to authenticate 88% of eligible calls for Huge Insurance Co. passively and before being connected to an agent, restoring trust among staff and customers within the contact center. In addition, after implementing Pindrop Passport, Huge Insurance Co. saved $864,000. Pindrop Passport nearly eliminated KBAs, strengthened frontline defense, and reduced costs for this customer.

Download
Pulse | Case Study

Retail Bank - A Pindrop Passport Case Study


Retail Bank is a well-known U.S. based bank that was at a loss fighting a two-front war on customer experience and fraud. Pindrop was able to authenticate 90% of eligible calls for Retail Bank passively and without the time constraints and terrible experience caused by KBAs.

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Pulse | Case Study

Great Insurance Co. - A Pindrop Protect Case Study


Great Insurance Co. is a well known, top 10 insurance organization experiencing severely damaging and highly organized attacks from fraud crime syndicates. After adopting Pindrop Protect, Great Insurance Co. was able to wrestle control back from the fraudsters as Pindrop provided the tools needed to monitor for fraud and the potential for fraudulent activity on the phone; across channels and accounts.

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Pulse | Case Study

Large Financial - A Pindrop Protect Case Study


Large Financial, a well known U.S. based financial conglomerate was having trouble managing the nearly 70 million calls per year that came through its contact center. Capacity constraints exacerbated other issues for departments outside of customer service, leaving the fraud case backlog to grow. After implementing Pindrop Protect, Large Financial achieved a 226% ROI within 6 months. Slashing account takeovers and preventing over $20 million dollars in fraud loss while simultaneously boosting productivity in the fraud department.

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Pulse | Blog

Pindrop’s Latest Technology Changes the Game for Caller Authentication


November 18, 2022

In 2020, Pindrop acquired New-York based company, Next Caller Inc., and with it, the VeriCall® technology—a best-in-class phone number (ANI) validation and spoof detection service. VeriCall technology is responsible for helping to streamline the call experience for customers of the country's largest brands. The solution provides near real-time caller ID intelligence to remove friction during authentication and helps to secure the phone channel by flagging high-risk interactions like call spoofing.

READ HERE
Pulse | Webinar

Is your financial contact center actually a fraud tool? Regulatory guidance can help


November 17, 2022 @ 1:00 pm - 1:30 pm EST
Nicole Culver and Brian St. John

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Pulse | Webinar

Mitigating fraud in your contact center with a carrier-level integration


October 20, 2022 @ 1:00 pm EST
Ketuman Sardesai, Jay Hart and guest speaker, Travis Hinton

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