Five9 has launched a partnership with Pindrop, a provider of cutting-edge contact centre security and anti-fraud software.
The move will make such software available to a larger, global audience, enabling Five9 contact centres to offer seamless customer service experiences and overcome new cybersecurity challenges.
Toeing this line is a tricky task for many contact centres. Addressing the status quo, a McKinsey & Company article states that customer dissatisfaction often: “Stems from levels of complexity that companies have introduced to thwart cyberthreats. Yet those threats have if anything increased.”
Pindrop reduces this complexity with its “Phoneprinting” software, which enables companies to harness the power of voice-based authentication.
Excited to make such a solution more readily available to a whole host of enterprises, Walt Rossi, vice president of business development at Five9, says:
Partnering with Pindrop gives our customers more choice in addressing both those needs simultaneously and will allow more organizations to protect sensitive customer information and prevent fraud with voice authentication technology.
To understand how this voice authentication technology works, first consider a fingerprint. Each is unique, making it the ideal tool for seamless identification and verification (ID&V). However, it is not viable when a customer is not there in person. As a result, contact centre ID&V remains cumbersome and contributes to high levels of customer effort.
Yet, just like a fingerprint, a person’s voice is unique. As Pindrop puts it, each customer has an individual “acoustic signature” compromising of hundreds of audio characteristics. Alongside these, Pindrop detects the caller’s location, network carrier, and IVR navigation habits. These are unnoticeable to the naked ear but make up an individual “phoneprint”, which Pindrop automatically detects to deliver an effortless alternative to clunky ID&V processes.
As cybersecurity threats rise, Pindrop strives to make their alternative more accessible in 2022. The Five9 partnership makes this possible. As Gahn Lane, vice president of global partners and alliances at Pindrop, says:
By partnering with Five9, we are able to effectively expand Pindrop’s reach to customers in key sectors such as retail, healthcare and higher education. We are excited to kick off our partnership, and look forward to seeing it evolve and mature over the remainder of the year.
The partnership will enable companies to access each of Pindrop’s Phoneprinting-powered solutions through the Five9 CX Marketplace. These include Pindrop Protect, Pindrop Passport, and VeriCall Technology.
