March 25, 2019
The Madness of March | Will Your Authentication Solution Stand Up?
Each year in the spring, the NCAA holds a basketball…
One of the largest retail banks in the U.S. sought to improve customer satisfaction in the call center by eliminating time-consuming processes. Limited by a non-speech-enabled IVR, the bank was constrained to outdated authentication options, such as PIN numbers and knowledge-based authentication (KBA) questions. Long enrollment processes and authentication challenges were driving call handle times up, causing significant customer frustration. The bank turned to Pindrop for help.
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