February 13, 2019
Voice | A Password Close To Your Heart
Examining the evolution of technology, we have been caught in…
The call center is an increasingly popular target for fraudsters and a source of frustration for your customers. An estimated $14 billion is spent annually on ineffective authentication methods. Most organizations are still relying on lengthy question and answer sessions to authentication customers. Not only does this approach extend the average handle time of the call, but the knowledge based authentication has several shortcomings:
They rely on the skill of the call center representative, who is trained to provide great customer service rather than detect suspicious behavior.
They frustrate customers who are attempting to access their account for legitimate reasons, but fail to answer the questions correctly.
They do not use all the information available that can be indicative of fraudulent activity, reducing detection and prevention rates.
Notify Pindrop to start analysis when a call starts by invoking an AWS Lambda function via the Contact Flow Editor
Pindrop for Amazon Connect allows you to save time and resources while still providing security and trust for your virtual call center. The power of the AWS platform and Pindrop technology can provide an effective authentication and antifraud solution that can improve the customer experience.
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