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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 | Blog

Intro to Vishing: How Consumer-Focused Attacks Are Costing You Money and What You Can Do About It


July 20, 2020

Since about 75% of fraud complaints to the FTC involve contact with consumers by phone, when you think of vishing – you think of consumers receiving calls. But phishing activities are also occurring via the phone channel, inside your contact center.

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Pulse | Blog

Contact Center Network Vulnerabilities: IVR Security Best Practices for Fighting Fraud in 2021 and Beyond


July 16, 2020

The replacement of face-to-face customer service with alternate means of customer interaction has driven many, both genuine customers and fraudsters to the phone channel. Now, the contactless economy demands accessibility and multi-channel touches. Yet 60% of fraud in the phone channel touches an IVR.

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Pulse | Blog

Protecting the IVR


July 13, 2020

Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint.

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Pulse | Blog

Financial Costs of Fraud & 3 Chances to Take Some of it Back


July 9, 2020

The sooner you can identify the signs of an attack, the sooner you can block account takeover attempts.

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Pulse | Blog

4 Things Banking Contact Centers Can Do Now to Optimize Their Workforce


July 8, 2020

The new normal for bank contact centers is a significant increase in call volume, which makes decreasing handle times more crucial than ever. So how can you make sure that your contact center’s workforce is optimized?

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Pulse | Blog

How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center


June 23, 2020

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Pulse | Blog

Is Your Contact Center Biased


June 10, 2020

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Pulse | Blog

Research: The Post Covid-19 Normal Will Mean More Voice and Less Screen


May 22, 2020

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Pulse | Blog

Defeating Fraud - A Collection of Tools, Research, and Other Resources Built for Contact Center Defense


May 19, 2020

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