Consumer Authentication Experiences: How To Achieve Friction-Free Customer Care
A Pindrop & PYMNTS Collaboration
The Consumer Authentication Experiences report, a PYMNTS and Pindrop collaboration, surveyed nearly 3,800 U.S. consumers to learn how offering innovative verification experiences is helping businesses deliver superior customer service across all channels.
DownloadSolving the Authentication Puzzle
A CCMA Research Initiative Supported by Pindrop
Whether it’s trying to remember a ‘memorable phrase’ or waiting for a ‘One Time Password’ to arrive, every consumer is familiar with authentication. A clunky authentication process is bad for both the customer and the advisor, and it’s also bad for business.
DownloadThe Case for Better Self-Service: Improving Customer Workflows and Preventing Fraud Around the IVR
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?
DownloadAccount Risk - The Latest Tool in Fraud and IVR Protection
This report covers the expected surge post pandemic, self-service’s role in dealing with it, how and when fraudsters use the IVR and how fraudsters’ activities can be used against them.
DownloadSTIR / SHAKEN for Contact Centers
This report discusses how to plan and prepare for the widespread deployment of STIR/SHAKEN, account for known/unknown integration or performance limitations and develop a passive, customer-friendly authentication process.
Read HereAI for Identity and Security: A Playbook for Financial leaders
In this report we break down the complexity of the AI ecosystem from an authentication and fraud protection perspective.
DownloadSupercharging the IVR to Win Customers at Small to Medium-Sized Banks
A Handy Guide for Regional Banks and Credit Unions
This report combines the contact center experiences during 2020 with emerging trends to provide the strategies and tactics your business needs to deliver a personalized call experience in the IVR without a massive budget, to avoid KBAs and OTPs that frustrate customers, without compromising security, to act quickly to win customers now, and to recognize early returns from your IVR investment
DownloadContact Center Authentication: A Mystery Shopper’s Authentication Journey
Analyst Report by Aite Group
Having the ability to consistently authenticate callers and identify a potential fraudster can enable financial institutions to offer more products and services either through the IVR or through contact center agents
DownloadVeriCall Product Data Sheet
Enterprise-grade ANI validation and spoof detection for contact centers
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