March 29, 2017 -
Using Pindrop’s self-service integration, Amazon Connect customers are provided with an additional security layer for their contact center.
Pindrop scores calls according to risk associated with a range of factors including the audio characteristics, geo-location and phone number reputation.
Within 30 seconds of the start of the call, the call center agent is notified with a pop-up window displaying risk score and custom instructions for how to authenticate the call. High risk callers can be subject to highly increased scrutiny, reducing fraud by 80 percent.
Pindrop is among the first AWS Partner Network (APN) partners to support the new Amazon Connect service, providing native integration with Amazon Connect to enable customers to establish risk scores for their incoming callers.
The company’s risk score will integrate seamlessly into the Amazon Connect engine allowing customers to more efficiently route risky calls to contact center fraud specialists.
“We are excited to become part of the APN and be one of the first technology providers to support Amazon Connect. Today more than half our customers are Fortune 500 companies, but working closely with AWS allows us to deliver our risk assessment technology to companies of all sizes,” said Vijay Balasubramaniyan, CEO and co-founder of Pindrop. “As we move beyond the initial implementation, we look forward to exploring additional capabilities we can provide Amazon Connect customers beyond risk intelligence.”
Pindrop’s growth among enterprise contact centers can be attribute to its success in mitigating its customers’ exposure to rapidly-expanding fraud.
Amazon Connect enables companies of all sizes to setup and manage a customer contact center within minutes so they can provide reliable customer engagement at any scale.
Approximately half of Pindrop’s customers are in the Fortune 500 and the company’s solutions are use used by eight of the top 10 US banks alongside two of top five insurance carriers, according to Pindrop.
Previously reported, Pindrop released research revealing that voices change significantly with age, even in the short term, which makes the process of voice authentication more difficult to achieve.