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We've Accumulated Resources to Help You Deal With Fraud

Fraud costs don’t start in your finance department. They start in your IVR, online, and occur inside and outside of your contact center. While you are aware of the media reported mega-breaches that plague companies and consumers both, have you considered your contact center’s place in the journey from data capture to fraudulent transaction and account takeover? Read more resources here.

Discover Resources →

© 2020 Copyright

Jay Hart: Principal, Solution Engineer, Pindrop

Jay has been in the technology industry for over 25 years working in various roles in sales, professional services, and software engineering. His career has spanned multiple industries including banking and finance, hospitality and travel, retail, public utilities, and government. He has spent the last 15 years as a subject matter expert in speech applications, contact center technologies, and security. He has been with Pindrop since 2013, serving in multiple roles within the organization. 

Full IVR Series:

Protecting the IVR Part 2: 

Stopping IVR Fraud in The Contact Center

Webinar Date: Thursday, January 14, 2021 | 1:00-1:30 PM ET 

Register Here

Protecting the IVR Part 3

Optimizing IVR Systems in The Contact Center

Webinar Date: Thursday, January 21, 2021 | 1:00-1:30 PM ET 

Register Here
Register Here


Due to COVID, some industries have seen as much as an 800% percent increase in average call volume, opening call centers up to more fraud risk.



Part one in our three-part series focuses on how fraud is carried out in automated call center systems (IVR).  In this first session, we will explore: 

  • Key concepts in IVR technology protecting contact centers.

  • How IVR systems have become a weak point in contact center security.

  • How bad guys leverage automated contact center systems to mine account information. 

  • How social engineering can happen without ever speaking to a contact center agent.

Learn the ways your contact center is being targeted by professional fraudsters and how you can harden contact center operations to attack.

Led by Pindrop’s Principal Sales Engineer, Jay Hart - our 3-part series on IVR fraud mitigation will walk you through common attacks threatening your contact center IVR and present recommendations, first-hand insights, and an anti-fraud playbook you can use to predict, identify, and mitigate fraud losses to protect your entire enterprise. 

This series will focus on the practical implementation of anti-fraud strategies to specifically address fraud originating in the IVR. These live, curated presentations will provide insight, tools, and relevant discussion for contact center fraud and operations professionals concerned with protecting their data in a rapidly changing world. 

of fraud begins in or touches the IVR

  • How to apply graph analysis for fraud detection, prevention, and prediction in contact centers

  • How to leverage voice channel security for cross-channel fraud detection 

  • How to provide additional fraud savings above and beyond what is detected by other fraud prevention systems in place.


IVR Fraud 101: What is IVR Fraud In The Contact Center?

Protecting the IVR Part 1:

What is IVR Fraud in the Contact Center?

Original Air Date: 

Thursday, January 7, 2021 at 1 PM ET / 6 PM GMT