Pindrop launches call center customer instant authentication technology
Pindrop has launched a product for validating customer phone numbers even before the call arrives at the call center. Pindrop Express is a risk-based authentication solution with carrier-embedded capabilities, according to the announcement, which delivers a “yes” or “no” authentication decision, and declines validation if the number is spoofed or has a high-risk reputation.
The software solution uses metadata gathered from carrier networks and analyzes calls with a proprietary anti-fraud risk engine.
“Bringing Pindrop’s risk-based authentication solution to call centers of all sizes helps level the playing field for brands looking to compete on customer experience,” said Scott Rose, SVP of Product at Pindrop. “Express supports pre-ring authentication, decision making and policy-controlled workflow for calls even prior to them connecting to the contact center/IVR. If you confidently know who is calling, you can reduce the time to authenticate them, take more calls in less time and build tailored customer experiences for your most valuable customers.”
Enterprises deploy Pindrop Express by integrating a single API, improving customer experience by reducing knowledge-based authentication, the company says. A Pindrop Express customer cut call times by 44 seconds, resulting in savings of nearly $2 million per year, according to the announcement. The technology works on every customer call, without enrollment, and allows organizations to increase the containment of calls to the interactive voice response (IVR) system, for potential savings of $4 to $7 per call.
A study recently released by Pindrop shows that most enterprises not currently using voice technology to interact with customers have plans to do so in the near future.