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.
December 15, 2021 @ 11:00 am - 12:00 pm EST
Mark Horne, CMO, Pindrop and Oliwia Berdak, VP, Research Director, Forrester
December 1, 2021
Another synthetic fraudster attack was in the news recently. This time, it was a deepfake audio – contrary to Anthony Bourdain’s deepfake, this attack happened over the phone channel.
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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?
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November 17, 2021
Evolving to not only provide a seamless pathway to customers across multiple channels but also to integrate the infrastructure, processes and workflows internally to better facilitate this cross-channel engagement led to the digital transformation of the contact centers that seek to transform a legacy, inside-out contact center into a customer-centric, omnichannel, cloud-based business center that is optimized to deliver a positive customer experience, increase revenue and improve operational efficiency.
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November 4, 2021 @ 1:00 pm - 1:30 pm EST
November 15, 2021
Digital transformation helps to use resources, some of which may already be in place and not require further investment, more efficiently and actually to save money.
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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.
DownloadNovember 1, 2021
ANI Validation has the potential to transform both phases of a call, The Set Up and The Action. Because it is a passive tool that can be implemented using an API, it can deliver the capabilities your business needs to help minimize The Set Up from the caller’s perspective, help protect the call operation from spoofing, and help add efficiency to IVR and Agent interactions.
Read HereNovember 1, 2021
Perhaps eager to make up for lost time, consumers might also be actively shopping for the financial institutions that can best enable their plans. And with so many choices, they may not be likely to compromise. Thus, an opportunity is forming for community banks and local credit unions to stand out in an otherwise crowded field. Earning business can hinge on delivering a personalized, frictionless experience–and every phone call is a new first impression.
Read HereOctober 29, 2021
This report is an analysis conducted of SIP Header and STIR/SHAKEN attestation information by its VeriCall® Technology spanning approximately 109.5 million telephone calls from April 2021 through September 2021. The report serves as a preliminary case study to discuss the (un)availability and (in)efficacy of STIR/SHAKEN Attestations, as well as the relationship between STIR/SHAKEN Attestation level and VeriCall risk scoring for the purposes of call authentication in the contact center.
Read HereSeptember 23, 2021 @ 1:00 pm - 1:30 pm EST
Tim Prugar (Next Caller, a Pindrop Company)
October 19, 2021
Despite the customer dissatisfaction, delays, longer wait times, and ongoing data breaches, KBAs do continue to persist and are still one of the more prevalent forms of consumer identity and verification. Why is this so? What are companies losing out on by sticking to KBAs? How much value can be unlocked by removing KBAs from the ID&V process?
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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.
DownloadOctober 5, 2021
Deepfakes are generative media in which a person in an existing image or video is replaced with someone else's likeness. Deepfakes leverage powerful techniques from machine learning and artificial intelligence to manipulate or generate visual and audio content with a high potential to deceive.
Read HereAugust 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.
Read HereAugust 19, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
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.
Read HereThis 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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September 14-15, 2021
RegisterThis 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.
DownloadAugust 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.
Read HereAugust 17, 2021
Regardless of the authentication needs of any particular call, the use of KBA to satisfy them will result in added time and cost that could be avoided by using Passive authentication methods instead.
Read HereThis 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 HereAugust 5, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
In this report we break down the complexity of the AI ecosystem from an authentication and fraud protection perspective.
DownloadSince December 2019, the Company realized through Enhanced Authentication $1.2 million in operational cost savings -- more than double the initial goal
DownloadJuly 29, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
July 22, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
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.
Read HereThis 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
DownloadOur 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.
DownloadJuly 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.
Read HereMax Kurton from Enterprise Management 360 interviews Dr. Nikolay Gaubitch Director of Research EMEA
Listen HereJuly 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.
Read HereJuly 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.
Read HereJune 24, 2021 @ 1:00 pm - 1:30 pm EST
Sam Espinosa (Next Caller, a Pindrop Company)
June 10, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
June 1, 2021
Getting rid of KBAs, attacking your metrics and empowering your customers are the most recommended tactics.
Read HereJune 1, 2021
Leveraging ANI as a factor in the ID claim, leveraging a unique identifier, avoiding clunky active enrollment, keeping things simple with API integration whenever possible and engaging experts are key actions to take.
Read HereHaving 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
DownloadMay 27, 2021 @ 1:00 pm - 2:00 pm EST
Mark Horne & Shirley Inscoe (Aite Group)
May 26, 2021
Fraudsters are now exploiting the past trustworthiness of the phone channel to their advantage. They are using it as an entry point for compromising online services by requesting password resets for accounts over the phone to undermine web authentication.
Read HereEnterprise-grade ANI validation and spoof detection for contact centers
Download NowMay 20, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
May 13, 2021
Gartner forecasts that “The IoT endpoint market is forecast to grow 15.6% from 2019 through 2024 and reach 8.6 billion units in 2024”. On the enterprise side, Gartner predicts that “By 2023, over 75% of enterprise applications will have conversational AI, with 20% being embedded into applications, up from less than 5% today”.
Read HereMay 13, 2021 @ 1:00 pm - 1:30 pm EST
Mark Horne
April 21, 2021
Read this blog to discover the key reasons why OTPs may no longer provide the best security and why it is important to have an authentication technology based on credentials and risk criteria extracted from a call.
Learn MoreMay 6, 2021 @ 1:00 pm - 1:30 pm EST
Vijay Balasubramaniyan
April 9, 2021
The leaked data initially functioned as a database for hackers to query users’ facebook accounts and matching telephone numbers. The information tied to a phone number is exactly the information needed by fraudsters to begin to social engineer contact center agents and take over customer accounts.
Learn MoreApril 15, 2021 @ 1:00 pm - 1:30 pm EST
Amit Gupta
April 8, 2021 @ 1:00 pm - 1:30 pm EST
Sam Espinosa (Next Caller)
April 1, 2021 @ 1:00 pm - 1:30 pm EST
Amit Gupta & Sam Espinosa (Next Caller)
March 10, 2021
Unintended consequences is a popular topic when it comes to security. In many ways, security involves the study of unintended consequences, as we monitor and measure how effective those controls remain through tests of intended and unintended real-world consequences.
Read HereExplore an in depth analysis of fraud, data theft, and the impact to contact centers during the COVID pandemic.
DownloadMarch 18, 2021 @ 1:00 pm - 1:30 pm EST
Skip Lindgren & Steve Furlong (FNBO)
March 11, 2021 @ 1:00 pm - 1:30 pm EST
Mark Roberts
Read how a beloved and trusted local credit union, who provides products and services to their extended Kansas City family, partnered with Pindrop to overcome security challenges and helped provide a better experience to CommunityAmerica members.
DownloadFebruary 25, 2021 @ 1:00 pm - 1:30 pm EST
Mark Horne
February 11, 2021 @ 1:00 pm - 1:30 pm EST
Scott Engels
February 4, 2021 @ 1:00 pm - 2:00 pm EST
Mark Horne & Jonathan Care (Gartner)
Discover the latest technology breakthrough being used to fight fraud and protect customer accounts.
DownloadJanuary 26, 2021
Pindrop has partnered with TiVo to deliver a more streamlined and frictionless content discovery experience for consumers, unlocked through voice AI.
Read HereJanuary 21, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
January 14, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
January 7, 2021 @ 1:00 pm - 1:30 pm EST
Jay Hart
January 18, 2021
Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine.
Read HereDecember 17, 2020 @ 1:00 pm - 1:30 pm EST
Dave Albers & Tony Lutz (Verizon)
December 10, 2020 @ 1:00 pm - 2:00 pm EST
Mark Horne & Dan Miller (Opus)
Opus Research's latest publication explores how fraudsters are using the IVR as a “rich source of background information.”
DownloadDecember 3, 2020 @ 1:00 pm - 2:00 pm EST
Mark Horne & Shirley Inscoe (Aite)
November 24, 2020 @ 1:00 pm - 1:30 pm EST
Dominique Ango & Jean-Baptiste Boix (FLAO)
Aite describes the current market environment of contact center fraud in financial institution contact centers, fraud activity in interactive voice response (IVR), and financial institution’s technology investment plans to combat such fraud.
DownloadNovember 19, 2020 @ 1:00 pm - 2:00 pm EST
Mark Horne & Merritt Maxim (Forrester)
Explore an in depth analysis of fraud, data theft, and the impact to contact centers during the COVID pandemic.
DownloadNovember 19, 2020
Account risk scoring enables identification of the most complicated fraud scams, and predicting cross-channel fraud up to 60 days before it takes place.
Read HereNovember 12, 2020 @ 1:00 pm - 1:30 pm EST
Pearce Mathews
November 12, 2020
Pindrop is turning the tables on fraudsters by creating a playbook to stop them.
Read HereNovember 5, 2020 @ 1:00 pm - 1:30 pm EST
Vijay Balasubramaniyan
October 29, 2020 @ 1:00 pm - 1:30 pm EST
Jay Hart & Brian St. John
October 22, 2020 @ 1:00 pm - 1:30 pm EST
Mark Horne
October 15, 2020 @ 1:00 pm - 1:30 pm EST
Chris Halaschek & Andras Cser (Forrester)
October 8, 2020 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
October 1, 2020 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
September 24, 2020 @ 1:00 pm - 1:30 pm EST
Jay Hart & Dave Dalebroux
September 17, 2020 @ 1:00 pm - 1:30 pm EST
Nikolay Gaubitch & David Looney
September 17, 2020
Your fraud solution cannot rely solely on voice.
Read HereSeptember 10, 2020 @ 1:00 pm - 1:30 pm EST
Sarosh Shahbuddin
August 27, 2020 @ 1:00 pm - 1:30 pm EST
Tom Taulli & Matt Garland
August 20, 2020 @ 1:00 pm - 1:30 pm EST
Pearce Mathews
August 13, 2020 @ 1:00 pm - 1:30 pm EST
Darren Baldwin
August 6, 2020 @ 1:00 pm - 1:30 pm EST
Darren Baldwin & Shawn Hall
August 4, 2020
Even people who know how scams work still fall for it. Why? Because we are human.
Read HereAugust 3, 2020
Fraudulent activity in the IVR has become a tool for more sophisticated fraudsters and scammers to gain sensitive data that puts contact centers and financial institutions at risk.
Read HereJuly 24, 2020
The report provides a high-level overview of fraud activity targeted at contact centres, briefly exploring the ways criminals are exploiting the coronavirus pandemic to commit phone fraud.
Read HereJuly 20, 2020
Since about 75% of fraud complaints to the FTC involve contact with consumers by phone, when you think of vishing – you think of consumers receiving calls. But phishing activities are also occurring via the phone channel, inside your contact center.
Read HereJuly 16, 2020
The replacement of face-to-face customer service with alternate means of customer interaction has driven many, both genuine customers and fraudsters to the phone channel. Now, the contactless economy demands accessibility and multi-channel touches. Yet 60% of fraud in the phone channel touches an IVR.
Read HereJuly 13, 2020
Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint.
Read HereJuly 9, 2020
The sooner you can identify the signs of an attack, the sooner you can block account takeover attempts.
Read HereJuly 8, 2020
The new normal for bank contact centers is a significant increase in call volume, which makes decreasing handle times more crucial than ever. So how can you make sure that your contact center’s workforce is optimized?
Read HereJune 30, 2020 @ 1:00 pm - 1:30 pm EST
Amit Gupta & Jay Hart
June 24, 2020 @ 1:00 pm - 2:00 pm EST
John Chambers & Vijay Balasubramaniyan
June 23, 2020
Read HereJune 10, 2020 @ 1:00 pm - 1:30 pm EST
Shawn Hall
June 4, 2020 @ 1:00 pm - 1:30 pm EST
Anurag Juneja
June 3, 2020 @ 2:00 pm - 2:30 pm BST
Sharon Spence & Ashley Hart (TSB)
May 21, 2020 @ 1:00 pm - 1:30 pm EST
Jay Hart & Craig Currim (Transmit Security)
May 19, 2020
Read HereMay 14, 2020
Read HereMay 14, 2020 @ 1:00 pm - 1:30 pm EST
Darren Baldwin & Kevin O'Brien
May 13, 2020
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Read HereApril 23, 2020 @ 1:00 pm - 1:30 pm EST
Brian St. John & Jay Hart
March 3, 2020
Read HereFebruary 11, 2020
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