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.

Pulse | Webinar

Why Identity and Security is Key to Successful (aka Cost Reducing) Digital Transformations 

Featuring Forrester


December 15, 2021 @ 11:00 am - 12:00 pm EST
Mark Horne, CMO, Pindrop and Oliwia Berdak, VP, Research Director, Forrester

Register
Pulse | Blog

Deepfake Audio Detection in the Call Center


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.

Read Here
Pulse | Report

The 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?

Download

What type are you interested in?

Pulse | Blog

Deepfake Audio Detection in the Call Center


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.

Read Here
Pulse | Blog

What does Digital Transformation Look Like for Contact Centers


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.

Read Here
Pulse | Blog

Cost Reduction Through Digital Transformation


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.

Read Here
Pulse | Blog

ANI Validation: Fixing the Game of Telephone


November 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 Here
Pulse | Blog

Preparing Regional Banks & Credit Union Contact Centers to Cash in on New Waves of Customers


November 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 Here
Pulse | Blog

Measuring STIR/SHAKEN Attestations Against Ani Validation


October 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 Here
Pulse | Blog

"Free": The True Cost of Knowledge Based Authentication Questions


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?

Read Here
Pulse | Blog

Deepfake: The New Fraud Tool On The Block?


October 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 Here
Pulse | Blog

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.

Read Here
Pulse | Blog

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.

Read Here
Pulse | Blog

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.

Read Here
Pulse | Blog

How to Make KBA's Work for Your Contact Center


August 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 Here
Pulse | Blog

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.

Read Here
Pulse | Blog

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.

Read Here
Pulse | Blog

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.

Read Here
Pulse | Blog

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.

Read Here
Pulse | Blog

#WFH: 3 Ways to Ensure Customer Experience in Restructured Call Centers


June 1, 2021

Getting rid of KBAs, attacking your metrics and empowering your customers are the most recommended tactics.

Read Here
Pulse | Blog

How to: Optimize Enrollment for Enhanced Authentication Right Now


June 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 Here
Pulse | Blog

Fraudsters are Exploiting Cash Sharing Apps


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 Here
Pulse | Blog

Microsoft's Acquisition of Nuance - Implications for the Voice Authentication and Security Industry


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 Here
Pulse | Blog

Why OTPs Ceased Catching Those OTP (On the Prowl)


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 More
Pulse | Blog

Facebook Breach Means More Munitions for Fraudsters ATO Attempts


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 More
Pulse | Blog

The Law of Unintended Consequences


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 Here
Pulse | Blog

Partnership Announcement - Tivo & Pindrop


January 26, 2021

Pindrop has partnered with TiVo to deliver a more streamlined and frictionless content discovery experience for consumers, unlocked through voice AI.

Read Here
Pulse | Blog

Pindrop Picks Up Another Cybersecurity Award


January 18, 2021

Pindrop was named a hot cybersecurity company in 2021 by cybercrime magazine.

Read Here
Pulse | Blog

Introducing Pindrop Trace: Fraud Detection Using Graph Analytics and Link Analysis for Contact Centers


November 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 Here
Pulse | Blog

Contact Center Security: Anomaly Detection and Fraud Prevention Best Practices


November 12, 2020

Pindrop is turning the tables on fraudsters by creating a playbook to stop them.

Read Here
Pulse | Blog

Pindrop Loves Voice: But We Don't Need it to Stop Fraud


September 17, 2020

Your fraud solution cannot rely solely on voice.

Read Here
Pulse | Blog

The Psychology of Fraud: I Want to Believe


August 4, 2020

Even people who know how scams work still fall for it. Why? Because we are human.

Read Here
Pulse | Blog

How Identifying Key Behaviors in the IVR Helps Predict and Reduce Fraud in the Contact Center


August 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 Here
Pulse | Blog

Contact Centre Anti Fraud Advantages Shine in International Fraud & Privacy Report


July 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 Here
Pulse | Blog

Intro to Vishing: How Consumer-Focused Attacks Are Costing You Money and What You Can Do About It


July 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 Here
Pulse | Blog

Contact Center Network Vulnerabilities: IVR Security Best Practices for Fighting Fraud in 2021 and Beyond


July 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 Here
Pulse | Blog

Protecting the IVR


July 13, 2020

Watch our 20 second public service announcement on an often overlooked “leaky” customer touchpoint.

Read Here
Pulse | Blog

Financial Costs of Fraud & 3 Chances to Take Some of it Back


July 9, 2020

The sooner you can identify the signs of an attack, the sooner you can block account takeover attempts.

Read Here
Pulse | Blog

4 Things Banking Contact Centers Can Do Now to Optimize Their Workforce


July 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 Here
Pulse | Blog

How Monitoring Your IVR Helps Predict and Reduce Fraud in the Contact Center


June 23, 2020

Read Here
Pulse | Blog

Is Your Contact Center Biased


June 10, 2020

Read Here
Pulse | Blog

Research: The Post Covid-19 Normal Will Mean More Voice and Less Screen


May 22, 2020

Read Here
Pulse | Blog

Defeating Fraud - A Collection of Tools, Research, and Other Resources Built for Contact Center Defense


May 19, 2020

Read Here
Pulse | Blog

How to Avoid Fraud and Service Gaps While Building a Sustainable Contact Center Strategy for the Future


May 14, 2020

Read Here
Pulse | Blog

The Distraction Factor: In Times of Disruption, Fraudsters See an Opportunity


May 13, 2020

Read Here
Pulse | Blog

Same Tactics, Different Scripts: What Contact Center Fraud Sounds Like in the Age of Coronavirus


May 7, 2020

Read Here
Pulse | Blog

Tap to Cloud: The Power of Pindrop at Any Stage of Your Cloud Journey


May 4, 2020

Read Here
Pulse | Blog

Pindrop Pulse Flash Report: Five Insights of Covid-19 in the Contact Center


April 30, 2020

Read Here
Pulse | Blog

The Security Threats to Your Call Center are Changing: 3 Actionable Solutions to Current Challenges


April 28, 2020

Read Here
Pulse | Blog

Multifactor Authentication is Imperative


April 27, 2020

Read Here
Pulse | Blog

4 Tips for Optimizing Your Remote Workforce


April 22, 2020

Read Here
Pulse | Blog

In Case You Missed It: Social Engineering


April 13, 2020

Read Here
Pulse | Blog

Covid-19: Make Sure You're Protected From Opportunistic Fraudsters


April 8, 2020

Read Here
Pulse | Blog

Who is Pindrop


March 4, 2020

Read Here
Pulse | Blog

2020 Voice Intelligence and Security Report: Fraudsters Increasingly Target the Financial Industry


March 3, 2020

Read Here
Pulse | Blog

The 5-Point Customer Experience Health Check for Contact Centers


February 12, 2020

Read Here
Pulse | Blog

Machine Learning Beats Humans in Spotting Synthetic Voices


February 11, 2020

Read Here
Pulse | Blog

Excellent Customer Experience | The Gift We Are All Looking For On Valentine's Day


February 11, 2020

Read Here
Pulse | Blog

Pindrop for Amazon Connect | A Balancing Act


January 17, 2020

Read Here
Pulse | Blog

The Importance of Customer Experience Within the Growing Conversational Economy


January 17, 2020

Read Here
Pulse | Blog

Answering Your Questions About the Conversational Economy


January 17, 2020

Read Here