Pindrop Solutions for the Public Sector

Pindrop Protect analyzes contact center calls in real-time to determine the likelihood of a given call being at risk of fraud. When combined properly with an organization’s overall fraud security ecosystem and operational processes, Protect provides an ideal solution for contact center security that minimizes the onus of security on genuine customers while honing in on the dynamic attacks of fraudsters

Protect Benefits

• Detect up to 80% of phone fraud, even on first attempt
• Identify high-risk callers in real-time
• Monitor account mining, reconnaissance activity, and non-monetary transactions
• Guard against agent social engineering and account takeover
• Flag accounts being targeted by fraudsters 30 days before an attack
• Investigate complex fraud cases across multiple accounts
• Leverage contact center data to reduce fraud in other channels

Pindrop® Passport is a multi-factor authentication solution for call centers that passively authenticates legitimate callers as they naturally engage with an interactive voice response (IVR) system or a call center agent. Passport runs in the background of a call, combining Pindrop’s core Phoneprinting® technology, Deep Voice biometric technology, and Toneprinting® technology; and a risk analytic engine to determine if a caller has the right device, voice, and behavior to access an account.

Passport Benefits

• Reduce call center operations costs: Authenticating legitimate callers within the IVR reduces the average handle time of call center agents who manually authenticate callers.
• Reduce Risk in the IVR: Risk is a core underpinning of the solution and provides both enrollment & authentication protection against callers exhibiting any risky behavior.
• Improved Customer Experiences: Friction-free caller authentication doesn’t require callers to actively enroll into the system; that means there are no PINs or passwords for your customers to remember or static-phrases to repeat.
• Enable self-service capabilities: With multi-factor credentials to authenticate a caller against, organizations can confidently improve their containment rates and provide more self-service options for customers within the contact center.
• At the end of each call, the Protect case manager policies will be evaluated to determine whether the call meets one of the criteria for a case to be created. If a case is created, it will be placed into the queue for review by the fraud analysts.

VeriCall Technology provides enterprise-grade phone number validation and spoof detection. The technology analyzes call metadata with machine learning to validate when a call is coming from the device that is associated with the number, and detect when a call is spoofed. Analysis is complete in milliseconds and a score is delivered to the IVR to support routing and authentication decisions.