ENTERPRISE FRAUD DETECTION FOR CONTACT CENTERS

Risk detection that follows the call

Let your agents act on evidence, not guesswork. Pindrop® Protect is enterprise contact center fraud detection built for the full caller journey, from interactive voice response (IVR) to live agent.

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  • ~00x

    Surge in AI attacks since Q4 ‘241

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  • 00%

    Drop in fraud at HealthEquity2

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  • $0.0M

    Reduction in fraud exposure at MSUFCU3

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FRAUD DETECTION SOLUTION

What are enterprise fraud detection solutions for contact centers?

Enterprise fraud detection solutions catch risk during the live contact center calls. While transaction monitoring only sees what happens after an action is taken on the account, fraud detection flags risk while the call is still happening, using signals like voice, device, behavior, and network.

What agentic AI means for the future of fraud
Read the guide and discover how AI has changed fraud tactics.
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See how it works
Fraud detection with better customer experience
Watch the webinar to learn how MSUFCU balances fraud detection and a strong CX.
See how it works

CUSTOMER OUTCOMES

Real stories of enterprise fraud detection

See how in-call detection can lead to more informed decisions, what look-back can find afterward, and how analysts can work cases more efficiently.

HealthEquity reduced fraud by more than 90%

HealthEquity layered Pindrop risk analysis into its contact center ecosystem to passively analyze callers and risk signals. The result? A drastic reduction in voice fraud.

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First National Bank of Omaha cut investigation time by 35%

In just a few months, FNBO's four-to-five-person fraud investigation team used Fraud Assist to reduce investigation time by 35% to 40%, saving 11 to 13 minutes on average per case.

Read a Customer Story

Michigan State University Federal Credit Union cut $2.57M+ in fraud exposure

During its first year with Pindrop, MSUFCU reported that Protect helped stop more than $2.57 million in potential losses and identify more than 220 fraudulent calls.

Read a Customer Story
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CALLER JOURNEY

Why detect risk during and after a call?

A single identity check, like a security question, is easy to bypass. That’s why Pindrop's enterprise contact center fraud solution scores risk across multiple signals for the entire call duration, catching suspicious activity that knowledge-based authentication often can’t.

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In the IVR

Protect looks for risky patterns such as reconnaissance, robotic dialing, spoofing indicators, and repeat activity.

With a live agent

Voice, device, behavior, and network analysis continues. If suspicious, agents can apply your approved policies for routing, verification, or escalation.

After the call

This might not be the first time this fraudster has called you. Continuous scoring applies current intelligence to previous calls and automatically flags cases that need further investigation.

From recon to resolution: The problems Pindrop can solve

From customer service and self-service to high-value account actions, organizations need audio deepfake detection wherever synthetic or cloned voices can influence an identity, fraud, or access decision. Explore the use cases and industries below to see how the same voice-security foundation adapts to different operating risks.

Use case

IVR reconnaissance
Attackers often start in your IVR, testing prompts to find what confirms an account, what exposes info, and what questions get routed to an agent. Protect flags recon in real time, before it becomes an attack.

Use case

Sensitive account requests
Account recovery, credential resets, wire transfers, reopened claims: this is where fraud can happen. Protect gives agents the risk context that security questions alone can't.

Use case

Known bad actors
When you catch a fraudster, that same voice, device, or pattern can resurface in calls your team already handled. Protect re-examines past interactions continuously, so you can re-evaluate what might’ve been missed.

Use Case

Fraud case investigation
Investigators lose hours listening to calls and writing summaries manually. Fraud Assist automates it, so cases move without adding headcount.
See solution

INDUSTRY

Banking and finance
Catch fraudsters as they attempt to breach an account, move money, or start an account takeover.
See solution

Industry

Insurance
Detect risky callers before they file claims, adjust a policy, or an account change.
See solution

Industry

Healthcare
Better protect sensitive data and account access from AI-powered attacks.
See solution

THE PRODUCTS BEHIND IT

Your contact center needs, all in one platform

Catch what's suspicious, verify callers without friction, and detect bots and AI voices early. Three layers, one platform, covering every call.

Pindrop® Protect

Analyzes voice, device, behavior, and metadata signals to help teams identify risky interactions across IVR and agent workflows.

Pindrop® Passport

Uses voice, device, behavior, and metadata signals to help passively authenticate clients, patients, and members with less reliance on PINs, OTPs, and static security questions.

Pindrop® Pulse for Contact Centers

Detects synthetic voices, bots, and replayed audio in just seconds. Helps catch non-human callers before sensitive workflows begin.

A man making a photo call with Pindrop platform graphics overlaid.

RELATED SOLUTION

Round out your trust capabilities

Pindrop Pulse® for Meetings detects audio, video, participant, and location risk inside popular meeting platforms.

Explore Meeting Security
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REPORT

60x growth in AI attacks per day

Contact center attacks are one of six high-cost AI threats security leaders are ranking as top risks right now. Read the full breakdown, including how attackers automate account takeovers and what 60x growth in AI attacks looks like up close.

Read the report

Don't assume. Verify.

Take the first step toward a safer, more secure future for your business.

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Frequently asked questions

Get direct answers to common questions about how fraud detection works, where it fits, and what to evaluate.
What is contact center fraud detection?
Which Pindrop product detects fraud in the contact center?
What is the difference between fraud detection, caller authentication, and audio deepfake detection?
How does Pindrop detect fraud while a call is in progress?
Can fraud be found after a call has already ended?
Does Pindrop replace transaction monitoring, business rules, or case management?
Does fraud detection add friction for legitimate callers?
How should an enterprise evaluate a voice fraud detection solution?

Disclaimer

Sources