Contact Center Solutions Featured Article

Wheelings & Dealings: AGNITiO and Pindrop Security Join Forces to Combat Contact Center Fraud

May 14, 2014

One of the major challenges facing contact centers, especially as the world goes mobile and access to critical information needs to be available to authorized users from anywhere at any time, is the issue of fraud. Indeed, authentication has in the words of security professionals become the new security perimeter. As a result, and as recent data breaches highlight, keeping fraudsters away, or at least at bay, is a priority. And, not allowing the contact center to be a preferred vector of vulnerability for wreaking havoc has become paramount. 

To provide contact centers with enhanced authentication capabilities phone fraud prevention and contact center authentication specialists Atlanta, Ga.-based Pindrop Security, and secure voice biometrics company Madrid, Spain-based AGNITiO, announced a partnership to protect contact centers as they adapt to an increasingly mobile customer base. It will be accomplished through the integration of the AGNITiO KIVOX Passive Detection product into the Pindrop Fraud Detection System 2.0

Authenticating Caller Identity, Location and Type of Device

The AGNITiO product is a highly accurate speech recognition biometric capability used by police, intelligence, military and other government organizations in 38 countries. The AGNITiO KIVOX Passive Detection product family is targeted at the corporate sector, specifically financial services, telecommunications, utilities and other sectors that are big targets for the bad guys.

Pindrop Fraud Detection System 2.0 is based on the privately-held company’s Pindrop Phoneprinting technology which can identify phone devices uniquely just from a call’s audio. It also can confirm the location and device type being used. This means contact centers can detect fraudulent calls as well as authenticate legitimate callers.

The combination of the two company’s technologies is positioned as offering a complete end-to-end solution that meets the ease of use and privacy needs of customers and security demands of enterprises.

"With fraudsters moving to the phone channel to gain access to financial accounts, call centers have become the first line of defense for financial institutions," said Vijay Balasubramaniyan, co-founder and CEO of Pindrop Security. "By integrating Pindrop's Phoneprinting technology with the AGNITiO voice biometrics offering, financial institutions and call centers can be assured that choosing our joint solution will provide them with the best phone fraud mitigation technology on the market today."

Emilio Martinez, CEO of AGNITiO, added, "Contact centers need to verify the caller quickly and easily in a way that is transparent to the consumer. Our collaboration with Pindrop has allowed us to provide to enterprise customers the same best-in-class voice biometrics engine that satisfies the strict requirements of global government defense and law enforcement agencies. Together, we represent a unique combination of tested and proven innovation, technology and competence that no one in the market can match."

Obviously, detecting fraud and mitigating its risk, now more than ever has become a top, if not the top, IT function. Given that contact centers are the front door of organizations and the front line for customer interactions, authenticating to the best extent possible who is calling is non-trivial, and using voice as a tool to validate/authenticate the voice of the customer is an approach worth evaluating. 




Edited by Alisen Downey

Article comments powered by Disqus

Related Contact Center Solutions Articles

When it comes to Contact Center Agents 'Mind the Gap'

As content curator and contributor to the Contact Center Solutions Community, part of my function is to review information and insights from around the Web and illuminate them to our readers. In this regard, I would like to recommend an insightful posting from IT-Online titled, "How to differentiate customer experience." [ Read More ]
10/30/2014

Survey: Deloitte Optimistic for Increased US Holiday Spending

Professional services firm Deloitte, which completes financial advisory surveys, has released the annual holiday shopping survey for nearly three decades. This year's survey, the 29th annual, shows that U.S. shoppers are optimistic entering the season for giving, which also happens to be the season for shopping. [ Read More ]
10/30/2014

Dialing for Votes

Depending on how you feel about such things, next-generation predictive dialers have become an integral, dare I say "must have" capability for political campaigns. Indeed, with the U.S. elections only days away, anyone living here not only is more than aware from watching TV that the "get out the vote" efforts are already in full swing as the airwaves are saturated with ads, but this has become that time of year when caller ID and answering systems are a godsend. [ Read More ]
10/30/2014

Survey: Mobile Experience Trumps Brand Loyalty Among Gen Y, Millennials

Retailers be warned - brand loyalty counts for less and less among younger consumers, who are likely to head to competitors if their mobile experience isn't what they think it should be. [ Read More ]
10/30/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!