Pindrop provides voice biometrics and multi-factor authentication for new Verizon call center service

Verizon has launched a new enterprise call center service combining multi-factor anti-fraud and authentication technology from Pindrop with its media forking capabilities, which enable multiple streams of audio and video associated with a single call to be sent to different destinations. The service is meant to enable businesses to quickly and cost-effectively verify customer identity while simplifying the customer’s self-service experience, according to the announcement.

The Verizon VoIP Inbound Anti-Fraud and Authentication service is delivered from the cloud, and passively captures and analyzes calls to authenticate callers without using passwords, by voice. The company says integrating the service into the Verizon network makes it fast and cost-effective to deploy Pindrop’s security and anti-fraud capabilities.

“This is really about making it easy for our customers to offer enhanced and secure self-service options to their own customers,” comments Verizon’s Director of Customer Experience (CX), Alla Reznik. “Integrating voice authentication into the network makes it easier to identify potential fraud, while reducing agent handling times. And of course, removing the need for passwords improves the customer experience! It’s a win-win for all.”

“Pindrop’s ability to identify a person’s voice, device and behavior is now integrated with Verizon’s carrier backbone,” says Pindrop CEO and Co-founder Vijay Balasubramaniyan. “Our machine learning technologies result in a high degree of accuracy for fraud protection and provide frictionless authentication measures before the call even reaches a call center.”

The number of enterprises using voice technology to interact with customers will leap from 28 percent to 85 percent within the next year, according to a survey released in June by Pindrop. The company also launched an instant phone number validation product earlier this year.

Article Topics

call centers  |  identity verification  |  multifactor authentication  |  passive authentication  |  Pindrop  |  voice biometrics