Five9 has embedded authentication and fraud detection capabilities from Pindrop into its Intelligent CX Platform.
Indeed, with the “industry-first telephony integration”, users of Five9’s CCaaS platform will now have access to Pindrop’s Passport and Protect solutions.
The former is a multi-factor authentication solution that passively verifies callers during their natural interactions with a call center.
The latter protects against fraudulent customer calls by using advanced speaker verification to authenticate callers by analyzing unique voice traits, ensuring only authorized individuals can access sensitive information or complete transactions.
While the two tech firms have an existing relationship to support joint customers, it operated under a bring-your-own-cloud (BYOC) basis, with Pindrop analyzing incoming calls through integrations with various third-party carriers.
The new integration, however, uses a session recording protocol (SIPREC). This offers enhanced authentication and fraud detection benefits for customers utilizing Five9 Telco for added redundancy and reliability.
Five9 customers may also utilize Pindrop Self-Service from within Five9’s Admin Console, which the anti-fraud vendor claims will help to provide a superior customer experience and “peace of mind.”
In discussing the news, Pindrop’s Chief Product Officer, Rahul Sood, said that he was “excited to partner with Five9 and announce this new integration.
This is a natural evolution in our cooperation with Five9. Customers can enjoy improved protection and enhanced Pindrop utilization without the hassle of independent carrier involvement.
But why is the CCaaS Magic Quadrant leader choosing to beef up its customer security offering?
Voice Fraud on the Rise
With more and more customer service interactions becoming digital, do companies still need to be concerned about voice fraud?
In short, yes.
A recent study by Preply revealed a sharp uptick in voice note usage for both personal and professional communications.
The survey found that two-thirds of U.S. adults have sent a voice note, and 41% have noticed an increase in their use.
As the popularity of this form of contact grows, customers are more likely to be targeted by deepfaked voice notes.
Indeed, the report outlined a 245% year-on-year increase in AI-generated deepfakes.
Though often linked to fake celebrity images, deepfake voice technology is an emerging threat to contact center security.
Advances in generative AI (GenAI) allow for highly accurate voice cloning, and the abundance of personal videos on social media makes it easier for scammers to capture customers’ voices.
This was evidenced in a recent Pindrop study of its customers, which identified numerous calls with “low liveness scores.” The company determined that these must have been made using synthetic voices, highlighting the growing prevalence of deepfake attacks in contact centers.
The importance of being able to protect its customers against bad actors was discussed by Five9’s SVP of Global Partners, Jake Butterbaugh, who commented:
“Identity authentication is paramount to delivering trusted digital communications. As a recognized leader in fraud protection, Pindrop is an important solution to give organizations confidence in every voice call.
By establishing a preferred integration path with Pindrop, our joint customers can deploy Pindrop even faster than before and protect themselves against bad actors.
More News from Five9
Back in September, Five9 and Verint announced the expansion of their partnership with the release of a new cloud-to-cloud platform integration.
The solution allows shared customers to integrate and customize their contact center technology more effectively.
In addition, Five9 customers will gain access to more of Verint’s tools, including Da Vinci bots, knowledge management, and voice of the customer (VoC) capabilities.
Elsewhere, earlier this year, Five9 completed its acquisition of orchestration specialist Acqueon.
Confirmed by CEO Mike Burkland on LinkedIn, he detailed how the move represented a significant step toward Five9’s goal of becoming the “orchestration engine for every interaction across the entire customer journey.”
