Great Customer Service should not compromise the Enterprise.
Reducing the risk of fraud and simplifying authentication of your end users can provide significant improvements to your customer's experience as well as your contact center's productivity. Verizon utilizes Media Forking, a new feature of our IP Contact Center (IPCC) service that replicates an inbound call along with metadata from the IP call header to leverage value added services.
Verizon has teamed with Pindrop© to leverage this technology to provide a multi-factored anti-fraud and authentication solution to help balance the need for security, while still providing frictionless customer experiences.
What is VoIP Inbound Anti-Fraud and Authentication?
Verizon has teamed with Pindrop to leverage our Media Forking to provide a passive and secure multi-factor call center authentication and anti-fraud service to Verizon IPCC customers.
There are 3 service options offered under VoIP Inbound Anti-Fraud and Authentication:
Pindrop Protect - Anti-Fraud provides a risk score and call intelligence to the call center in the first few seconds of each call. This score — along with the analysis of the caller’s voice, device, and behavior — is provided to the call center.
Pindrop Passport - Authentication technology is based on a set of attributes and risk criteria extracted from a call. Scoring is performed by a powerful and configurable risk decision engine. These decisions are automated and governed through a flexible policy engine to build trust for genuine callers.
Pindrop Panorama - Anti-Fraud and Authentication combines both services into a single anti-fraud and authentication economical offer.
Features & benefits
of fraud losses from account takeovers involved the call center1
phone based ID theft per year (U.S.)2
spent on agent-handled authentication3
in 638 calls – 2017 voice channel fraud rate4
Our value proposition.
Media Forking enables call center anti-fraud and authentication services. Providing these valuable tools along with transport provides a seamless way to enhance customer experience and protect the enterprise.
Help Improve Containment Rates.
Eliminating the need to force an authentication event in the IVR can increase enrollment rates and decrease opt-out rates. You can securely contain callers in the IVR while providing self-service options.
Drive Better Results.
Analyzing each call quickly and efficiently can help reduce fraud exposure. Knowing the risk of each call relieves call center agents of the need to become experts in the latest fraud tactics.
1Source: 2016 The Fraud Enablement Channel, Aite Research Group
2Source: 2018 Voice Intelligent Report – Pindrop Labs
3Source: 2017 US Contact Center Decision-Makers’ Guide (10th edition) ContactBabel
4Source: 2018 Voice Intelligent Report – Pindrop Labs