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Great Customer Service should not compromise the Enterprise.
Reducing the risk of fraud and simplifying authentication of your end users can provide significant improvements to your customer's experience as well as your contact center's productivity. Verizon utilizes Media Forking, a new feature of our IP Contact Center (IPCC) service that replicates an inbound call along with metadata from the IP call header to leverage value added services.
Verizon has teamed with Pindrop© to leverage this technology to provide a multi-factored anti-fraud and authentication solution to help balance the need for security, while still providing frictionless customer experiences.
What is VoIP Inbound Anti-Fraud and Authentication?
Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers.
There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication:
Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller’s voice, device, and behavior — is provided to the call center.
Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.
Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.
How does VoIP Inbound Anti-Fraud and Authentication work?
Utilizing Media Forking, the metadata within the IP header of an inbound call is replicated and sent to Pindrop for analysis.
Pindrop’s multi-factor solution can passively detect potentially fraudulent callers and authenticate users utilizing patented technologies to determine if a caller exhibits anomalies in their phone number, device, voice or behavior as they naturally engage with a call center.
Pindrop’s patented Phoneprinting™ technology, Deep Voice™ biometrics, behavioral analytics and Toneprinting™ technology provide an initial and continuous analysis of the call. A Risk Score — along with the analysis of the caller’s voice, device, and behavior — is provided to the call center via an API to determine the next steps to take. The call center can route the call to a fraud analyst for further review or analysis.
Risk scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.
Features & benefits
Contact centers are designed to deliver fast, direct and highly personalized customer service. While many enterprises are using technology to deliver more self-service options, there are times when your customer wants or needs to talk to a live agent. Employing a call center authentication and fraud prevention solution can help reduce the risk of fraud and simplify authentication of your end users. This can provide significant improvements to your customer's experience as well as your contact center's productivity.
- Help Reduce Fraud Loss. Detect potentially fraudulent calls. Identify first-time and repeat fraudsters with a high level of precision, before they can access sensitive information
- Detect Automated Attacks. Fight account mining activities, brute force attempts, and robotic dialing in the IVR. Fraudsters use automated bots in the IVR to test stolen credentials and take over accounts
- Help Reduce Average Handle time. Authenticating legitimate callers before they reach an agent can decrease average handle times (AHT) across your call center
- Safeguard Customer Accounts. Mitigate risk by assessing every caller for anomalies, including phone number validation. Risk-based authentication helps reduce fraud exposure
61%
of fraud losses from account takeovers involved the call center1
$12B
phone based ID theft per year (U.S.)2
$8B
spent on agent-handled authentication3
1
in 638 calls – 2017 voice channel fraud rate4
Our value proposition.
Media Forking enables call center anti-fraud and authentication services. Providing these valuable tools along with transport provides a seamless way to enhance customer experience and protect the enterprise.
Drive a Better Customer Experience.
Reduce friction with seamless authentication by passively authenticating callers in the IVR and before sending call to agent can reduce obstacles to caller resolution.
Help Improve Containment Rates.
Eliminating the need to force an authentication event in the IVR can increase enrollment rates and decrease opt-out rates. You can securely contain callers in the IVR while providing self-service options.
Drive Better Results.
Analyzing each call quickly and efficiently can help reduce fraud exposure. Knowing the risk of each call relieves call center agents of the need to become experts in the latest fraud tactics.
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1Source: 2016 The Fraud Enablement Channel, Aite Research Group
2Source: 2018 Voice Intelligent Report – Pindrop Labs
3Source: 2017 US Contact Center Decision-Makers’ Guide (10th edition) ContactBabel
4Source: 2018 Voice Intelligent Report – Pindrop Labs