Pindrop Offers VeriCall to Amazon Connect Contact Centres

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Pindrop, a global technology offering security, identity, and intelligence for every voice, announced that VeriCall Technology, a solution offered by its wholly owned subsidiary Next Caller, is now the first ANI validation and spoof detection platform available on Amazon Marketplace for Amazon Connect, a cloud-based contact centre service platform.

This offering will enhance call verification and spoof detection while enabling businesses to personalise the customer experience, encourage self-service, and reduce reliance on frustrating and time-consuming authentication methods like knowledge-based questions and one-time passcodes.

During the second quarter of 2020, call volumes for some call centres increased by over 800 per cent, and 57 per cent of fraud detection and prevention decision makers polled reported that fraud attacks on the call centre increased through October 2020, according to Pindrop’s 2021 Voice Intelligence and Security Report. This has created a heightened need for call centre technology that can help reduce call times and authenticate calls while offering customers a personalised experience to help businesses of all sizes stay competitive.

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“We’re excited about this announcement as it helps to level the playing field for contact centres of all sizes. For the first time, businesses running contact centres in the cloud on Amazon Connect have access to an enterprise-grade ANI Validation technology, rarely available outside of traditional infrastructures,” said Collin Davis, CTO of Pindrop. “VeriCall Technology enables businesses to passively authenticate calls in a way that improves security while removing friction from the experience caused by security-based questions and one-time passcodes. This can translate into shorter handle times and higher self-service rates that lower the cost per call.”

VeriCall Technology uses machine learning to analyse the metadata of an incoming call and assign it a risk score in less than 60 milliseconds. The score is then delivered to the interactive voice response (IVR). VeriCall Technology also detects spoofing and other forms of call manipulation to protect against phone fraud. A lightweight, pre-configured API gives Amazon Connect users quick and easy access to VeriCall Technology capabilities through seamless integration into existing call flows with no tuning required.