Pindrop

“Everything we do from a self-service perspective is always gaining that member’s buy-in on what we're offering. We generally would take a conservative approach, asking members to opt in. We've had very few people come back into the system and opt out.”

“Pindrop offered a way to secure authentication in such a way that callers can now eliminate the member ID option. They come in, give us two quick pieces of information, and we authenticate them. It's been highly successful.”

““In fact, Pindrop makes us aware of additional features that we might not be taking advantage of that are included based on the contract we have, like Custom Attributes. That is not something that you would expect from a vendor. This kind of service is what truly sets Pindrop apart from others.””

““The ongoing support from the Pindrop team has been outstanding: they are extremely easy to work with, and they always deliver on their word. The service provided is white glove and turnkey. They are by far one of the most flexible and understanding vendors that we have worked with. Their team took the time to ensure that all stakeholders were armed with the information necessary to ensure that we could hit the ground running. Throughout the entire process, they answered our questions thoroughly.””

““Pindrop created the original technology, and it was easy to build a trust factor with the Pindrop team; they were the experts,””

““Our Cyber Security Manager was a strong internal advocate for Pindrop. He said that Pindrop had the best technology vs. any other provider.””

“We were up and running really fast. Protect worked great, and it did what we wanted to do out of the box and was catching fraud on day one.”

“Pindrop not only identifies a lot [of fraud] for us, but also gives us robust tracking. It flags a call, gives us a score, and allows us to expand that out and do further investigations within it. This has helped us build the overall fraud detection system.”

“You always need the balance of keeping your legitimate customers happy with stopping potential fraudsters. Pindrop allowed us to do both, and we could customize it to fit within our system. That was a big selling point for us when we implemented the Protect solution.”

“At the end of the day, Pindrop fit best with what we needed to uncover and mitigate fraud, and it was an easier migration and integration with our system.”

“We were seeing so many [fraud events] after the fact, so we wanted to get a product that would catch the fraud at the front end, instead of six months down the road.”

“An agent said on the first day that the calls felt so much better, and [Pindrop] helped them to offer more products and services to members, which is a huge thing, both for what our members need and for the organization.”

““The data is all there. Overall, the biggest win for us is just the efficiency gains in terms of navigating our investigations.””

““An agent said on the very first day that the calls felt so much better, which allowed them to offer more products and services to members. That's a huge thing, both for what our members need and for the organization”.”

““On the very first day, one of our agents shared that the calls ‘felt so much better.””

““We really appreciated the knowledge, expertise, and guidance that the Pindrop team brought to every interaction. Their team was phenomenal in meeting every deadline.””

““Pindrop just seemed to be more forward-thinking than the other vendors we looked at. Their work surrounding deepfakes was considerable, they were leading the charge.””

““We feel very strongly that the combination of the products we use from Pindrop and our other capabilities gives us a relatively strong control environment that we feel good about.””

““Good security is good customer service. Maybe our customers don't know they're getting good service, because they don't know if a fraudster is calling in on their account and trying to take it over. But by having capabilities like these [Pindrop Pulse] in place, we are protecting those customer accounts. So, by default, that is a good customer experience.””

““Pulse, in addition to Passport, helped us take more of a risk-based approach when authenticating our customers. When a synthetic voice is detected, we add some friction to the call, but that is good friction. It's a friction that we want to add and have our [fraud] team look into it.””

““It was pretty impressive to hear just how real the voice sounded…like a very legitimate female voice looking for a specific insurance agent. Prior to [Pindrop] Pulse, we would not have picked up on something like that. The customer service rep did not pick up on it.””

““We have precious, limited resources. So, we have to make sure our team spends time on the most valuable risk signals. We want to minimize spending time on non-value-added activities such as investigating false positives.””

““There are some unique features that we wanted to incorporate (for example, the ability to differentiate modulated vs synthetic voices). We were not really able to have those conversations with competitors. Everybody says they have liveness detection and can give you a score, but they couldn't really go into the details like Pindrop was able to.””

““When we did the POC (Proof of Concept) with Pindrop, we were pleased with the results. So, we did not feel the need to look externally.””

““We've done business with Pindrop for the last 10 years, and we trust Pindrop. When we give feedback, they take it in and incorporate it into developing those features.”