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.