Pindrop Customer Authentication Solutions for the Contact Center

Customer authentication in the contact center can have a large impact on experience, handle time, organizational risk and self-service. As customer experiences get reimagined, enterprises can use Pindrop technology to help authenticate customers, reduce handle times, and allow for a more personalized experience.

Pindrop Technology helps contact centers authenticate customers in the IVR or Contact Center in two ways:

Pindrop Technology provides the right intelligence to authenticate customer voices and help businesses provide a faster and more personalized contact center experience.
A lightweight Automatic Number Identification (ANI) Validation with VeriCall® Technology from Next Caller
A multi-factor, low friction, voice driven customer authentication solution with Pindrop® Passport.
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ANI Matching and Validation

Use VeriCall® from Next Caller for:
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Multifactor Passive Authentication

Use Pindrop® Passport for:

How Our Technology Authenticates Customers for Call Centers

ANI VALIDATION & SPOOF DETECTION

VeriCall® Technology uses machine learning to analyze the metadata of an incoming call, then delivers a risk score to the IVR. VeriCall® technology also detects spoofing to quickly flag high-risk calls.

VeriCall® from NextCaller

Device

Phoneprinting™ technology creates a unique credential for each caller using audio characteristics, such as signal-noise and codec, device type, carrier and geographical information. Additional analysis is performed on the unique carriers from keypresses made during the call. This is used to create another layer of protection from misidentification. Additional analysis around unique carrier signals from every keypress using another credential and adds another layer of protection from misconfirming an identity.
Pindrop® Passport

Voice

Pindrop Deep Voice™ engine extracts unique characteristics from a caller’s voice to create a new unique credential. Machine learning technology delivers persistent voice credential development throughout the call, and invisibly enrolls and authenticates customers without prompting an authentication event.
Pindrop® Passport

Behavior

Passport uses behavioral heuristics to establish patterns for genuine callers and then creates a credential for each caller. Pindrop technology can help determine if a phone number is valid before the caller engages in the IVR or speaks to an agent. Calling patterns are also analyzed to help remove bad actors from the enrollment process.
Pindrop® Passport

Pindrop authentication solutions can help contact centers tackle

Step Down Authentication

IVR Containment Rates

First Time Caller Authentication

Pindrop can help contact centers unlock a better experience for the caller

Personalize

Create custom call routing and start calls with a personalized greeting using ANI Matching and ANI Validation

Reduce or
liminate KBAs

Replace knowledge based authentication questions by leveraging intelligence from Pindrop

Reduce Average
Handle Times

Reduce wait times by streamlining contact center authentication by as much as 45 seconds per call

Case Study

FNBO Saves 2.5 Million Minutes in Handle Time with Pindrop

Discover how FNBO improved their authentication process and delivered the optimal call experience by enhancing customer authentication.

RESOURCES & DOWNLOADS

VeriCall®️ Technology 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.

VeriCall®️ Technology 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.

"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.

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

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.

Contact 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