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.
ANI Matching and Validation
Use VeriCall® from Next Caller for:
- ANI validation
- Spoof detection
- Metadata assessment
- Deep learning models
Multifactor Passive Authentication
Use Pindrop® Passport for:
-
Customer authentication using
voice, device, and behavior - Risk monitored enrollment
- Passively authenticate in the IVR or at the agent
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
- Fewer questions for low risk calls
- Authentication in the IVR can reduce agent processing time
IVR Containment Rates
- Allow more services to authenticated customers
First Time Caller Authentication
-
Use metadata and other signal to provide
a risk assessment and ani validation for new callers - Improve time to value on authentication enrollment
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