It's Time To Rethink the Value of Customer Experience

How exactly can Pindrop solutions improve the customer experience?

Pindrop solutions tackle the tension between security and customer experience on multiple fronts, leveraging our multifactor authentication and fraud detection platform.

More effective fraud detection

Pindrop solutions improved fraud detection rates by 15% over and above existing tools and systems used by customers. Its multifactor approach and analytic capabilities led to over $5 million in fraud loss savings and an increased ability to see when a fraudster is entering multiple lines of business at the same time.

Streamlined authentication

Customers leveraged our automatic number identification (ANI) validation, voice biometric authentication, and caller analytics to remove two knowledge-based authentication questions (KBAs) and lower average handle time (AHT) by as much as 90 seconds for customer interactions. They saved $6.8 million and were able to personalize the call experience for their callers.

Increased self-service

Pindrop’s risk scores and ANI validation allowed customers to trust the verified callers and opened the door for self-service more securely within the interactive voice response (IVR) system. Contact centers were able to contain an additional 1.5% calls within the IVR system in the first year, leading to $6 million in cost savings.

Improved security operations effectiveness

Pindrop’s case management tool helped fraud investigators fine-tune their fraud alerts, work cases faster, and reduce fraud investigation time by up to 25%. These gains contributed to savings of more than $200,000.

“It’s better for our customers, better for our agents. It is certainly saving us money on fraud, and it does allow us to adjust faster to new trends and be able to capture them.”– VP of Authentication and Identity Technology, Banking

If you are thinking of ways to keep your contact center secure, to delight your customers, and make your call center agents more productive, read the Forrester Total Economic Study today.