Pulse STAY CONNECTED, STAY INFORMED, STAY AHEAD

Pindrop Pulse is a resource hub for everything from the basics of voice fraud and security, to advanced topics and discussions happening in the industry. Take your knowledge to the next level.

STIR/SHAKEN: How To Maximize The Value For Your Contact Center

September 23, 2021 @ 1:00 pm - 1:30 pm EST
Tim Prugar (Next Caller, a Pindrop Company)

"The Bank that Service Built" Proves that Happy Employees are the Key to Happy Customers

Read how United handled the call volume increase during the pandemic, how United’s agent satisfaction changed with the new customer verification process and how the employee satisfaction translated into customer satisfaction.

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Things You Can Do To Improve Your Contact Center's CX

August 24, 2021

A call center generally deals with thousands of callers on any given day, so adding a personalized touch in every call might at first seem like a daunting task. But, it is crucial to avoid the discouraging sound of indifference in an automated menu or in an agent’s voice.

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KBAs - Helpful Yet Compromised

5 Insights in 15 Minutes

August 19, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux

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The Caller Authentication Guide for 2021 and Beyond

July 1, 2021

Applying the right caller authentication practices will improve your customers’ experience, increase your performance in customer experience metrics and give a boost to your brand’s power and the overall loyalty around it.

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VeriCall®️ for Banks

This case study is based on interviews with executives responsible for contact center customer service and fraud prevention in two top 20 U.S. banks (based on asset size) concerning the challenges they faced and the needs that led them to look for a new technology solution. Learn how VeriCall®️Technology helped to reduce fraud, improve the customer experience, and reduce operational costs.

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Pindrop at AiteNovarcia's 2021 Financial Crime Forum

Onward & Upward: Outpacing Fraud & Financial Crime

September 14-15, 2021

VeriCall®️ for Telecom

This case study is based on interviews with executives responsible for contact center customer service and fraud prevention in two Fortune 250 telecommunications firms concerning the challenges they faced and the needs that led them to look for a new technology solution. Learn how VeriCall®️ Technology helped to reduce fraud, improve the customer experience, and reduce operational costs.

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The Contact Center's Guide to Account Risk

August 9, 2021

Taking an account centric approach takes the fight against fraud to another “front”. Account risk allows you to see which accounts are at risk, building on the knowledge of fraudsters using the phone channel to extract information and take over accounts.

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How to Make KBA's Work for Your Contact Center

August 17, 2021

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STIR / 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.

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Authentication 103: Optimizing Authentication

Part 3 of 3

August 5, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux

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AI 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.

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Life Insurance Company - Trailblazing Customer Experience and Protection in Insurance

Since December 2019, the Company realized through Enhanced Authentication $1.2 million in operational cost savings -- more than double the initial goal

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Authentication 102: Securing Authentication

Part 2 of 3

July 29, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux

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Authentication 101: The Basics of Call Center Authentication

Part 1 of 3

July 22, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux

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Knowledge-Based Authentication (KBA) is on the Outs, But Remain Useful

August 1, 2021

It may be premature to fully cancel KBA but necessary to recognize that KBA’s role has been relegated from the featured authentication tool to a complementary method.

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Supercharging 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

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“THE GREAT BIG SMALL BANK” Saves 2.5 Million Minutes in Handle Time and Cuts ATO Losses by Account in Half

Our client did not even think that they had a problem with account takeovers until they started their journey with Pindrop to provide excellent customer experience while keeping fraudsters out of the door.

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Colonel Mustard in the Contact Center, with a Cell Phone!

July 1, 2021

Pindrop now adds another dimension to fraud detection intelligence and can provide not only a risk score on inbound calls in real time with call risk but also a score on accounts that show signs of risks, not just from the contact center, but can incorporate intelligence from around the organization to provide another vector of fraud detection intelligence.

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PODCAST: $14 Billion Lost Annually to Fraud - What Can We Do About It?

Max Kurton from Enterprise Management 360 interviews Dr. Nikolay Gaubitch Director of Research EMEA

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Account Risk Adds a New Dimension to Fight Fraud

July 1, 2021

Pindrop Protect can help monitor accounts to provide intelligence on the “who” or which account is at-risk from fraudster attack. This second vector analyzes which accounts fraudsters are targeting and provide a score based on likelihood of fraudulent activity we call account risk.

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Knowledge Does Not Equal Security

July 1, 2021

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. Pindrop’s data shows that fraudsters tend to pass such questions with success more than half of the time whereas the true person forgets the correct answers one-third of the time.

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5 Best Practices for Contact Center Authentication

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