May 22, 2020
Consumer experience and biometrics are at a crossroad as consumers…
March 16, 2020
The journey of a fraudster will always gravitate toward the path of least resistance. In the context of fraud, the easiest way to do this is through the contact center, as they provide an easy opportunity to set up an individual or organizational fraud. Follow us as we discover how a fraudster navigates.
Jay Hart & Dave Dalebroux
Authentication 101: Authentication Basics is part one in a three-part series on authentication in the contact center. In this first session, we will explore a few key concepts around authentication: what authentication is, what it means to identify and verify someone, and the basics of multi-factor authentication. We will discuss the pros and cons of the different authentication factors that are recognized in the industry and take a look at the various tools and technologies that are being used for authentication today.
As a researcher at heart, I wanted to understand how different biometric technology would handle the incorporation of a face mask. Given this, Pindrop’s research team decided to test voice recognition technology to see how it will handle the COVID-19 world. What we found suggests the world may need a lot more Alexa and many fewer fingerprint screens and video/face biometric technology, if we want a rapid return to normal.
Each day brings a new wave of COVID-19 headlines, most of them unsettling. While many are looking forward to the day when they can return to normal life, the reality is one of upheaval: a hastily implemented work from home policy, financial instability and an almost overnight change in consumer behavior.
June 4, 2020 @ 1pm-2pm EST
Cloud Contact Center as a Service is the future of customer experience. Join our product lead, Anurag Juneja, as we look at the merits, ease, and future of the cloud based contact centers with AWS.
June 10, 2020 @ 1:00 PM-1:30 PM EST
COVID-19 has impacted contact centers, influenced consumer behavior, and introduced new fraudulent activity. This webinar will outline collected data, observation and learnings from over 30 major contact centers during the first 60 days of the COVID-19 pandemic. The data will outline five insights around consumers behavior, what types of fraud spiked, and agents reacted. Join Pindrop’s VP, Business Intelligence, Shawn Hall, as he walks you through the data, challenges, trends, and fraud tactics we saw from some of the world’s largest companies. Learn how contact centers can start to move forward in the new normal.
June 11, 2020 @ 1:00 PM-1:30 PM EST
Jay Hart & Dave Dalebroux
"This third installment in our Authentication series will explore key concepts around optimizing authentication, enrolling customers for authentication, and a deep dive into active vs passive methods of authentication. Join this session for key takeaways around: -Best practices in leveraging a policy-based, multifactor enrollment and authentication strategy -Optimizing your secure enrollment and authentication strategy -The key differences between passive and active enrollment and authentication"