Pindrop is one of the world’s leading providers in voice security and authentication technology, helping contact centres around the world to ensure a higher level of trust with their voice interactions. Currently, Pindrop is responsible for supporting some of the biggest retailers, insurers, and banks in the world with their patented voice technology. Recently, the company announced a new addition to their portfolio in the form of Pindrop Express – a risk-based authentication software service with carrier embedding capabilities.
Pindrop express can validate the number a customer is using before the call arrives at the contact centre, to minimise risk. By taking authentication to the next level, Pindrop removes the friction involved with verifying legitimate and valuable calls.
The Benefits of Pindrop Express
According to the SVP of Product for Pindrop, Scott Rose, by introducing Pindrop’s risk-based solution for authentication to contact centres of any size, the organisation believes that they’re giving everyone a chance to secure their call centre environment and compete on customer experience. Express comes with support for decision making, policy-controlled workflows, and pre-ring authentication. When brands know who’s calling, they can reduce the time taken to authenticate clients and take more calls in less time.
Enterprises can implement Pindrop Express with a single API, and the service begins working instantly, with no need for any physical changes to customer hardware. The Express system is intended to reduce the need for time-intensive verification methods, giving brands a chance to move customers forward through the service experience faster, and with more confidence. For many customers, the ability to reduce call handling time and other metrics will lead to huge savings at the end of each year.
A Simpler Solution for Safe Customer Service
According to one press release, the introduction of Pindrop Express into a customer’s network helped the client to save as much as 44 seconds per call. That time-saving reduced expenses by approximately $2 million per year.
The passive authentication and call verification software requires no enrolment, and it works seamlessly on every customer call – regardless of the circumstances. If the ANI validation technology in the Pindrop system recognises a call as an authentic number, then organisations can take and manage the call quickly.
The result is bigger cost savings for the contact centre, and happier customers too!
