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Knowledge Does Not Equal Security

To be fair, there was a point in time where knowledge-based authentication questions (KBAs) were an effective form of identification. But that time is gone. It’s likely that more personal information about each and every one of us is available on the web than any time before in history, and the growing amount of cybersecurity incidents each year aren’t helping.

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The Case for Better Self-Service

Improving customer workflows and preventing fraud around the IVR

by Shawn Hall, VP, Pindrop

As practitioners look to improve efficiency and get maximum value for any IVR investment, its impact on work flows and future technology must be considered: What does the customer journey look like when they need to reach the company? Where is the best place for identity and authentication? What are the most effective ways to help customers self-service without having to speak to a call center agent?

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Our mission is to provide security, identity and trust on every voice interaction

  • The place and purpose of IVR in the future contact center
  • Goals companies seek from the IVR
  • Obstacles stopping companies from reaching those goals
  • How those goals can be achieved

Our mission is to provide security, identity and trust on every voice interaction.