5 Insights in 15 Minutes:

KBAs - Helpful Yet Compromised

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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.

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Knowledge Based-Authentication (KBA) is the combination of real and fake-out questions that should help agents root out imposters and fraudsters. However, due to the answers to these questions being available publicly or leaked online, the effectiveness of this method is no longer accepted. Still, KBAs can help accurately define proper user identity, but their use may require an extra layer of security.

  • What is a KBA and why is it still useful?
  • The shortcomings of KBAs?
  • How you can use KBAs as part of your multi factor authentication.

Join this webinar to discover:

Original Air Date: Thursday, August 19 at 1 PM ET / 6 PM BST

Applying the right caller authentication practices will improve your customers’ experience, increase your performance in customer experience metrics and give a boost to your brand’s power and the overall loyalty around it.

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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.

Speakers: 

Dave Dalebroux

Principal, Solution Engineer

Pindrop

5 years at Pindrop as a Sales engineer. Prior to Pindrop, Dave spent 9+ years working with contact centers utilizing speech analytics. Dave also has a great deal of experience in working with outsourced contact center agents worldwide.

Knowledge Based-Authentication (KBA) is the combination of real and fake-out questions that should help agents root out imposters and fraudsters. However, due to the answers to these questions being available publicly or leaked online, the effectiveness of this method is no longer accepted. Still, KBAs can help accurately define proper user identity, but their use may require an extra layer of security.