Innovators in the world of authentication and voice security, Pindrop, recently announced that European eCommerce company “Shop Direct” will become the first European brand to use their technology. Shop Direct operates online department stores like Littlewoods.com and Very.co.uk, and it will be embracing the pioneering “Phoneprinting” technology from Pindrop to protect as many as four million clients.
Like many organisations in the marketplace today, Shop Direct is amid a digital transformation (DX). Not so long ago, this company was still sending out millions of print catalogues to customers in the mail. Now, the firm has become a purely digital retailer with a focus on mobile-first responsibility. Shop Direct is now the second largest digital retailer in the UK, and it still makes the most of contact centres to manage customer service enquiries for clients.
Recording the Consumer Fingerprint with Phoneprinting
Shop Direct embraced Pindrop’s Phoneprinting technology to help colleagues in the call centre reduce the time involved with authentication – making it easier to access a stronger customer experience. With the patented Phoneprinting technology created by Pindrop, Shop Direct will be able to record audio fingerprints for each of their customers, analysing no less than 1,380 distinct call features, including background noise, location, voice, and more.
The Phoneprinting system instantly identifies potential issues of fraud by highlighting suspicious activity, making it easier for call centres to protect themselves against the rise of fraudulent tactics like social engineering, voice distortion, and ID spoofing.
The Quest to Fight Fraud
Pindrop has already conducted research into the ongoing threat of fraud. They discovered that approximately 1 in every 491 calls made in a retail contact centre environment is fraudulent. This persistent problem can lead to a serious loss of cash flow, and data. Unfortunately, many companies simply don’t have the protection they need – particularly as fraudsters grow increasingly savvy in their efforts.
According to the CEO of Financial Services for Shop Direct, Neil Chandler, the brand is committed to keeping their customers safe with new and enhanced technology. They believe that the partnership with Aeriandi – a voice security provider, and Pindrop will help to give them in-depth security and stronger protection features while boosting customer experience (CX) at the same time. Not only will new technology help to speed up the phone process for clients, but it will also keep their data secure too.
In a press release about the collaboration, the Research Director of Pindrop, Nick Gaubitch said that the firm’s innovative Phoneprinting technology is designed to be the next step in fraud prevention. The system assesses the details of a call in real-time to determine suspicious interactions within seconds. For Shop Direct, Phoneprinting should be able to highlight fraudulent activity in the online commerce world before it becomes a significant problem for the brand and its customers.
