Pindrop, a provider of voice security and authentication, today announced Pindrop Express, a risk-based authentication solution with carrier embedded capabilities that can validate the customer’s phone number prior to the call arriving at the contact center. Express delivers a simple “yes or no” authentication decision and if the number is spoofed or has a high risk reputation, the number will not be validated.
Pindrop Express goes beyond phone number validation by working within the carrier networks to gain access to additional metadata and analyzes calls using a proprietary anti-fraud risk engine. Once authenticated, a one-time credential is created for legitimate customers. Pindrop Express removes friction by verifying legitimate calls, reducing KBAs and enabling more advanced self-service transactions.
“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.”
Pindrop Express business benefits
Enterprises of all sizes can start realizing the benefits of Pindrop Express once they have integrated with a single API. The solution begins to deliver value on the very first day the integration is completed. Pindrop Express requires no physical changes for customers, no new hardware and zero footprint at the customer site. All calls passively flow through Pindrop’s Carrier Platform.
Pindrop Express reduces the need for extensive identity verification methods, providing an opportunity to move customers forward with a high level of confidence based on phone number validation. For most customers, the ability to reduce the number of KBAs reduces the average handle time, ultimately providing a better consumer experience. Pindrop Express helped one customer save up to 44 seconds per call resulting in an estimated savings of close to $2M per year.
Pindrop Express offers passive authentication and call verification that requires no enrollment. Pindrop Express works on every customer call, regardless of whether they have previously called. If Pindrop’s ANI Validation technology recognizes a call as a real number, organizations can fast track that caller on their first attempt. Knowing the identity of the caller before it arrives allows organizations to increase IVR containment by offering more self-service options. Keeping calls contained to the IVR can save on average $4 to $7 per call.
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