Working alongside the Webex Contact Center team, Pindrop has certified Pindrop® Passport and Pindrop® Protect and added them to the Webex App Hub

We are dedicated to helping our customers quickly and easily authenticate inbound calls, drive automation in the IVR (Interactive Voice Response system), and detect fraud. 

With voice-based authentication methods, contact centers can reduce caller frustration, shorten resolution times, and improve security and compliance.

Using the Pindrop® API Connector within the Webex Contact Center, we seamlessly integrate into contact center call flows, enabling quick setup and easy deployment.

How it works

In any partner integration, Pindrop® Technologies captures a copy of an inbound call and runs a thorough analysis. The analysis of an inbound call is predicated upon a deep, carrier-style integration where the Pindrop® Solution ingests the call audio, metadata, keystroke presses, and other signaling. 

This approach allows our technology to perform an accurate, multifactor analysis of the inbound caller’s voice, device, behavior, network, risk, and liveness. This will help you determine if the caller is a genuine consumer or a fraudster.  

For more insight into how fraudsters operate, check out our article on the fraudster playbook

Webex Contact Center: Customer SIPREC integration

The diagram below showcases the robust architecture of the Webex Contact Center + Pindrop integration. It illustrates a scenario where a customer using a premise-based Session Border Controller (SBC) routes calls to Pindrop. Pindrop also supports a flexible Bring Your Own Carrier (BYOC) model, allowing you to route calls directly from your carrier. Contact Pindrop to determine if your carrier is supported.

A high-level architectural diagram illustrating the call flow from an SBC to the Cisco Webex Contact Center and then to the Pindrop network for voice authentication and fraud detection.
This is a high-level architectural diagram illustrating the call flow from an SBC to the Webex Contact Center and then to the Pindrop network for voice authentication and fraud detection.

Key elements of the Webex CC + Pindrop integration

1. Pindrop® API connector

The Pindrop® API Connector enables your organization to establish a secure trust relationship between your Pindrop account and the Webex Contact Center, allowing you to access Pindrop’s voice authentication and fraud detection services seamlessly. 

Once the trust relationship is established, integrating Pindrop’s capabilities is as straightforward as making HTTP requests within your Webex CC call flows. These requests allow you to initiate voice authentication, detect fraud, capture key data points for analysis, and make intelligent routing decisions.

2. Easy-to-use agent UI

Pindrop has constructed a pre-built agent user interface, delivered through the Webex Contact Center agent desktop. 

This helps implement Pindrop intelligence and policy-driven instructions to Webex Contact Center agents as clearly and intuitively as possible. This user-friendly interface helps agents easily understand and apply Pindrop’s capabilities in their daily operations. 

A view of Pindrop's pre-built agent user interface. It showcases call risk status, phone number, call duration, and more.
A view of Pindrop’s pre-built agent user interface. It showcases call risk status, phone number, call duration, and more.

 3. Supportive resources for self-guided implementation

To simplify the process, we have authored a detailed user guide that provides clear, step-by-step instructions to help contact center administrators implement Pindrop® Solutions in their Webex Contact Center environment. 

Additionally, Pindrop resources are readily available for support and guidance, ensuring a smooth and successful integration. 

Real-world success

Some of the largest banks, credit unions, insurance companies, and healthcare providers in the world trust Pindrop to combat fraud and deliver secure, efficient customer service. To read more about how Pindrop integrates with other leading contact center platforms, check out our posts on Five9 + Pindrop authentication and fraud detection or how to integrate Pindrop® Solutions and Genesys Cloud CX.

Ongoing collaboration and future development

At Pindrop, we’re committed to continuous innovation and close collaboration with the Webex Contact Center. We adapt our solutions to address evolving customer needs. Our teams actively monitor and enhance the current integration, exploring new capabilities to support future use cases.

Do you have a call center challenge you’d like Pindrop and Webex Contact Center to address? We’d love to hear from you.

Launch Recap and Q&A with Pindrop CMO Mark Horne

Pindrop has just announced an evolution for Pindrop® Protect, our industry-leading anti-fraud solution now extending its protection into the IVR and finds more fraud leveraging Trace, graphic analysis technology.

Tomorrow, join Pindrop Chief Marketing Officer, Mark Horne as he talks about the new technology, and the future of graphic analytics to predict fraud. We will also open up time for Q&A.

What is Pindrop Trace? 

Trace connects seemingly unrelated activities to reveal patterns that indicate fraudulent activity and provides:

  • Increase accuracy, reduce false positives, and improve cross-channel fraud detection.
  • A more complete view of your company’s “fraud universe”
  • Fraud predictions by analyzing relationships between behaviors, accounts, other parameters
  • Connections to seemingly disconnected activities across time, accounts, and activities

Before Pindrop® Solutions

Account takeovers were on the rise for this credit union. For example, potential fraudsters were repeatedly calling in using spoofed numbers. As a first step, the credit union wanted to understand if a repeat caller was targeting them, and second, they wanted to detect fraud when it was happening. The credit union’s Assistant VP of Digital Services shared, “We had one fraudster who called in requesting a line of credit for $30,000. They did this by moving the money out of a member account and into a shell account using the member’s information. Bad loans were also rampant because members easily bypassed the Knowledge-Based Authentication questions (KBAs). And, this was just the fraud that we knew about.”

Although fraud was rising, the credit union was determined to find the right solution and justify the cost. However, they knew that call center agents were uneasy, acting as the front line for fraud, and they were losing agents. 

The credit union was aware of the evolving fraud landscape, where the human ear can no longer be relied on to detect a synthetic voice. With the proliferation of generative AI, easy accessibility to AI voice engines (+800% increase from ‘23 to ‘21)1, and low cost to use, the way we see and hear content has irrevocably changed. Today, the ability to manipulate audio is easy, and humans are unable to tell the difference. For example, in a study by the International Security Program, human detection of AI generated audio was labeled ‘as good as a coin toss’ , detecting fake audio with just 54.5% accuracy (compared to 62% accuracy for fake images). Traditional methods used by organizations like KBAs and one-time passwords (OTPs) are also vulnerable to synthetic audio attacks.

What ROA did Pindrop® Solutions deliver?

“Once we implemented the Pindrop Passport and Pindrop Protect solutions, things took off.” 

Since deploying Pindrop’s fully integrated authentication and fraud detection solution, the credit union has significantly reduced the success rate of fraud within its phone channel, seeing a 50% reduction in the number of fraud incidents overall.

Launched in September, 2023
Once implementation was complete, the credit union was surprised to see how many fraud attempts were happening; it was considerably more than they initially thought. 

When Pindrop® Protect and Pindrop® Passport were turned on, credit union members were initially apprehensive; they no longer had significant hurdles, such as answering lengthy questions,  to clear when getting through to the credit union. For example, within the first two months, the credit union went from an average of 54 seconds to identify/ validate a member, down to 18 seconds on average. Member satisfaction improved significantly, and average handle time was reduced, which meant average wait time also decreased. In fact, the credit union observed a 67% decrease (36 seconds) in time to authenticate members.

Additionally, the credit union’s agent experience improved dramatically, reducing overall agent attrition in just 90 days. For example, after launching Pindrop  Protect and Pindrop Passport in September, the credit union’s employee turnover was the lowest they had ever seen in December, just one quarter after implementation.

Since the deployment of Pindrop Protect, the credit union has experienced an 88% reduction in fraud incidents occurring within their call center channel. In one month alone, Pindrop Protect detected nine fraudulent calls against an alert rate of 0.68% and a review ratio 241:1. 

Since the deployment of Pindrop Passport, the credit union authenticated 23,188 calls, and low-risk authenticated an additional 11,132 calls. In one month, Pindrop Passport demonstrated an increase of 1.54% in enrollment penetration (0:6min), which measures the percentage of calls tied to previously enrolled identity claim vs the call population with an identity claim.

Not Just ‘Another Vendor’ 

Don’t take our word for it, the Credit Union shared their experience with the Pindrop implementation as well as their experience  with our team: 

“The ongoing support from the Pindrop team has been outstanding- they are extremely easy to work with, and they always deliver on their word. The service provided is white glove and turnkey. They are by far one of the most flexible and understanding vendors that we have worked with. Their team took the time to ensure that all stakeholders were armed with the information necessary to ensure that we could hit the ground running. Throughout the entire process, they answered our questions thoroughly.”

“In fact, Pindrop makes us aware of additional features that we might not be taking advantage of that are included based on the contract we have, like Custom Attributes. That is not something that you would expect from a vendor. This kind of service is what truly sets Pindrop apart from others.”  

– Assistant VP, Digital Services at Credit Union

Sources Cited

1. Open source projects on Hugging Face leveraging an AI voice tool (from 38 in ‘21 to 352 in ‘23)

WEBINAR

Launch Recap and Q&A with Pindrop CMO Mark Horne

Pindrop has just announced an evolution for Pindrop® Protect, our industry-leading anti-fraud solution now extending its protection into the IVR and finds more fraud leveraging Trace, graphic analysis technology.

Increase accuracy, reduce false positives, and improve cross-channel fraud detection.

A more complete view of your company’s “fraud universe”

Fraud predictions by analyzing relationships between behaviors, accounts, other parameters

Connections to seemingly disconnected activities across time, accounts, and activities

Your expert panel

Mark Horne

Chief Marketing Officer, Pindrop

The best technology makes you forget that you are using it. Because when life happens, people are not thinking about credentials or security. They are looking to connect.

Pindrop has announced their latest innovations around new intelligence extracted from voice, as well as new means to investigate potential fraud, create more impactful authentication policies, and help to increase the security posture of contact centers. The list of new features is outlined below, with custom data tags coming this summer and all other features available today. Pindrop customers can contact their representatives to activate these features.

Demographics

Pindrop’s Deep Voice® Engine now offers new features via voice analysis to derive demographic insights to help predict age range and spoken language via API-driven requests. This new intelligence can assist with streamlining user experience, including personalization of the caller’s language, and provide intelligence for enhanced authentication processes. Pindrop’s latest intelligence insights can help bolster the customer experience and provide the tools for enterprises to unlock new personalized experiences in the contact center.   

Voice Mismatch – Available Today!

This feature helps detect intentionally deceptive callers by alerting when a voice is a mismatch to enrolled users. Even accounts with multiple users enrolled can be set to alert if a mismatched voice attempts to authenticate. Voice mismatches can be detected from voice from an enrolled device, helping to address concerns about familial fraud or using a stolen device to achieve authentication. Contact centers can use Pindrop® Passport’s new voice mismatch feature to help improve account access protection, and even trigger an investigation event when paired with the Pindrop® Protect solution. 

More Step Down, Now Step UP!

With the addition of Pindrop Passport’s voice mismatch feature providing intelligence on over 90% of call traffic for customers to make a determination for step-up or step-down routing – reducing operational burdens and helping to speed up call times when less risk may be present on certain calls. 

Custom Data Tags – Available Summer 2022

Beyond the additional intelligence derived from voice analysis like demographic insights, Pindrop has also added a feature that allows a customer to add tags to assist with more efficient investigations.  By adding the ability to add custom data tags to accounts, analysts can conduct more impactful call fraud investigations based on more intelligence.  Customer data tags also allow organizations to consume the Pindrop® product’s intelligence downstream and combine with your data to support more flexible policies and better control of fraud investigations. Fraud professionals can now search and sort through cases based on their own customer fields combined with risk intelligence from Pindrop’s solution. Additionally, Pindrop customers utilizing both Pindrop® Protect and Pindrop® Passport can now inform their policy creation with data pulled from either product. Now voice mismatches or failed authentication attempts, under the right conditions, can be alerted on or trigger escalation policies.  

Case Management – Available Today!

Pindrop’s latest product release not only improves performance, but is also customizable to help with efficiency and productivity. By working with Pindrop to deploy a simple optional calibration to the call scoring, fraud management leaders can have predictable alert rates and case creation rates to avoid fluctuations in the number of alerts being generated on any given day. It can be used to support the capacity to review alerts. 

More Under the Hood Improvements

Pindrop Intelligence
Network (PIN)

Improvements to metadata analysis for risk assessment has improved the overall performance of the Pindrop Intelligence Network. PIN scores are used in Protect, Passport, and Vericall® products and contribute to the risk analysis for all of our contact center products. Better metadata analysis means more accurate PIN scores for contact centers to use by alerting on known fraudsters.

Enhanced Spoof
Detection

Spoofing is a common fraud technique to disguise the true phone number. Pindrop has enhanced its spoof detection capabilities across the platform. In addition to confirming calls are not spoofed, Pindrop’s solutions also support more effective authentication policies against identified risks from spoofing.

For information about these features or any Pindrop solution, contact us

Pindrop is leading the way in voice innovation and setting out on an international tour to help bring voice back in the conversation. Pindrop is loading up a 40ft mobile experience theater, The Wavelength, and hitting the road in June. Join this journey at a stop near you to engage with the latest voice authentication technology from contact center to mobile apps to connected devices.

Pindrop’s Diamond sponsor, Google Cloud Platform is joining in on the fun at the RSA Conference San Francisco tour stop. Swing by the corner of 4th and Howard and learn about Pindrop’s new partnership with Google Cloud! 

Make sure your colleagues RSVP today so they don’t miss out!

Today marks a significant milestone for all of us at Pindrop. As we announce our first acquisition, we welcome industry peers, Next Caller Inc., into the Pindrop family. Next Caller will become a Pindrop company and, while they will continue as a separate but complementary business, our new partnership will extend our leadership in the industry.

Our new partnership will see both teams working together to deliver an unparalleled suite of verification and authentication solutions to meet all customer needs – particularly those introduced by the pandemic.

WHY?

According to research conducted by Forrester in November 2020, businesses reported a 42% increase in call volume since the COVID-19 outbreak began. 65% are struggling to manage the high call volumes, while 80% cited fraud as a serious issue. By combining our strengths under one, collective banner, Pindrop and Next Caller can respond to and mitigate shifts in consumer behavior and security threats to help businesses navigate voice channel solutions without negatively impacting the customer experience.

WHAT DOES IT MEAN?

In addition to consolidating our market leadership, this acquisition will mean that we can work with businesses at every stage of their voice channel journey. Our partnership will allow current and future customers greater flexibility and increase their options to support personalization, voice authentication, and verification, all while working with a Pindrop company. Whether they need a lightweight solution or full-stack, multi-factor authentication, they will work with us to accelerate better customer experiences, reduce the average time to serve, and mitigate risk. 

Neither customer base will see any changes due to this acquisition other than access to a broader suite of solutions and extended support of the entire Pindrop family. We are excited for this next chapter in our growth and look forward to working together to deliver unparalleled voice experience, identity, and authentication solutions to meet our evolving and sophisticated customer needs.

Earlier this year, Gartner released a report which shed new light on how organisations can continue their pursuit against contact centre fraud.

Analysts Tricia Phillips and Jonathan Care recommend to “partner with contact centre leadership or third-party providers to implement fraud-prevention-based phoneprinting technology. This, they suggest, will help improve customer authentication and reduce call times for legitimate customers, while identifying high-risk calls for appropriate scrutiny.”

The report uncovers three important facts that are driving this urgency:

  1. Contact centres are often neglected in the fight against fraud and as such become the weak link in omnichannel organisations
  2. By 2020, 75 percent of omnichannel customer-facing organisations will sustain a targeted, cross-channel fraud attack with the contact centre as the primary point of compromise
  3. The technologies and techniques available to detect and prevent contact centre fraud and omnichannel fraud have reached a maturity point that justifies investment and integration for most organisations that have the need to mitigate contact centre fraud

 

At Pindrop, we have been tracking the increase in fraud call rates and have seen fraud exposure costs within call centres skyrocket during this time. Last year we analysed more than 500M calls and witnessed more than a 100 per cent increase in fraudulent activity.

Pindrop delivers solutions to cover nearly all components that Gartner highlights in the report to help solve the contact centre fraud problem, including:

  • Implementing a solution: Pindrop’s Phoneprinting™ technology uses 147 unique call features to create a distinctive identifier for each caller so that calls are identified quickly and fraud is eliminated
  • Using of biometric voice recognition: voice biometrics are imbedded in fraud detection technology and passively voiceprints every call to identify known fraudster
  • Sending fraud activity to central fraud analytics tool: Use a centralised case management system that allows you to hear the full call exchange, review each calls risk assessment, and provide feedback leveraged by our consortium to help spot known fraudsters in your organisation and even other companies in our network
  • Allowing CSRs to service customers without asking them to detect fraud: With advanced fraud detection technology, you should be able to catch over 80 percent fraudulent calls with less than 1 percent false positive rate. This assurance allows more focus on providing a positive customer experience

 

The contact centre is under attack and companies urgently need to reduce fraud exposure and provided a better authentication experience for their valued customers.

Still need to be convinced? Read the full Gartner Report to find out why phoneprinting is necessary.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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