Pindrop has announced an expanded partnership with NiCE that embeds its authentication and fraud detection capabilities directly into the NiCE CXone platform.
The integration makes Pindrop’s Passport, Protect, and Pulse solutions available natively across NiCE’s contact center ecosystem, including NiCE Cognigy Voice AI Agents.
Through what the companies describe as a “telco-grade integration”, customers can now deploy Pindrop’s fraud defenses faster and purchase them directly through NiCE.
For NiCE CXone customers, the move promises clearer voice interactions with built-in protection against deepfakes, synthetic audio, and other fraud indicators.
Pindrop’s multi-factor analysis runs passively in real time, authenticating legitimate callers while flagging fraudsters before they can cause harm.
In discussing the expanded collaboration, Dan Belanger, President of NiCE Americas, said:
“Pindrop is leading the charge in multi-factor authentication and fraud detection, and the integration required to support Pindrop solutions is a complex one.”
“We’ve made the extra effort to ensure that NiCE CXone customers, regardless of their telco choice, can access Pindrop’s capabilities.”
The partnership builds on an existing relationship between the two vendors, but this latest phase extends those capabilities to a broader customer base.
According to Pindrop, the integration has already been lab-tested, approved, and deployed by multiple strategic customers.
Sumant Mauskar, SVP of Sales and Global Partners at Pindrop, framed the announcement as an obvious next step:
“We’re excited to partner with NiCE, both as a reseller and a strategic integration partner.
“This is a natural evolution in our cooperation with NiCE, empowering NiCE CXone customers to deliver better CX and protect their contact centers from fraud.”
The integration covers the entire customer journey, from IVR interactions through to live agents or AI-driven engagements.
By evaluating caller interaction data and risk patterns, Pindrop solutions aim to provide frictionless authentication for genuine customers while identifying fraudulent activity in real time.
Deepfakes Remain a Growing Threat
Despite the rise of digital channels, contact centers are dealing with an increasingly sophisticated voice fraud landscape.
Recent data from Pindrop’s own customer base identified numerous calls with “low liveness scores”, which the company determined were made using synthetic voices.
The finding points to how common deepfake attacks have become in contact center environments.
Generative AI has made voice cloning more accurate, and social media has given scammers easy access to voice samples.
A 2024 study by Preply found a 245% year-on-year increase in AI-generated deepfakes.
Two-thirds of U.S. adults are now sending voice notes, and 41% have noticed an uptick in their use.
That shift in behavior creates new vulnerabilities. As voice notes become more common, customers are more exposed to deepfaked audio.
For contact centers, the challenge is protecting customers from fraud without adding friction for legitimate callers. Pindrop’s passive authentication model attempts to strike that balance by verifying callers during natural interactions.
Pindrop’s Growing Footprint in Contact Center Security
The NiCE partnership is the latest in a series of strategic integrations for Pindrop, which has carved out a niche in voice-based authentication and fraud detection.
Earlier, the company announced a similar native integration with Five9, another major CCaaS provider.
That deal used a session recording protocol (SIPREC) to enhance authentication and fraud detection for Five9 customers using Five9 Telco.
Pindrop holds more than 300 patents and was recognized by TIME Magazine as one of the Best Inventions in 2025. Its customer base includes some of the world’s largest banks, insurers, retailers, and healthcare providers.
For NiCE, the integration continues its push to embed AI-powered tools across the CXone platform.
The company has been expanding its AI capabilities, including the addition of Cognigy Voice AI Agents, which are now covered under the Pindrop integration.
What This Means for NiCE CXone Customers
The practical impact comes down to speed and simplicity. By purchasing Pindrop solutions directly through NiCE and deploying them natively within CXone, organizations can avoid the complexity of independent carrier involvement or third-party integrations.
That streamlined approach should appeal to enterprises looking to tighten security without extending deployment timelines or adding operational overhead.
The telco-grade integration also ensures that Pindrop’s capabilities work consistently across different telco providers, removing a potential barrier for multi-carrier environments.
The partnership also reflects the broader trend of AI-driven fraud becomes more sophisticated, contact centers are increasingly turning to specialized vendors for defense.
The question for CX leaders will be whether these integrations can keep pace with evolving tactics, particularly as deepfake technology continues to improve.
Pindrop and NiCE are betting that native integration, real-time analysis, and passive authentication will provide a durable foundation.
Whether that holds as the threat landscape shifts will depend on execution and staying ahead of increasingly capable adversaries.
