Pindrop has announced an expanded partnership with NiCE that embeds its authentication and fraud detection capabilities directly into the NiCE CXone platform.
The integration makes Pindrop's Passport, Protect, and Pulse solutions available natively across NiCE's contact center ecosystem, including NiCE Cognigy Voice AI Agents.
Through what the companies describe as a “telco-grade integration”, customers can now deploy Pindrop's fraud defenses faster and purchase them directly through NiCE.
For NiCE CXone customers, the move promises clearer voice interactions with built-in protection against deepfakes, synthetic audio, and other fraud indicators.
Pindrop's multi-factor analysis runs passively in real time, authenticating legitimate callers while flagging fraudsters before they can cause harm.
In discussing the expanded collaboration, Dan Belanger, President of NiCE Americas, said:
“Pindrop is leading the charge in multi-factor authentication and fraud detection, and the integration required to support Pindrop solutions is a complex one.”
“We've made the extra effort to ensure that NiCE CXone customers, regardless of their telco choice, can access Pindrop's capabilities.”
The partnership builds on an existing relationship between the two vendors, but this latest phase extends those capabilities to a broader customer base.
According to Pindrop, the integration has already been lab-tested, approved, and deployed by multiple strategic customers.
Sumant Mauskar, SVP of Sales and Global Partners at Pindrop, framed the announcement as an obvious next step:
“We're excited to partner with NiCE, both as a reseller and a strategic integration partner.
“This is a natural evolution in our cooperation with NiCE, empowering NiCE CXone customers to deliver better CX and protect their contact centers from fraud.”
The integration covers the entire customer journey, from IVR interactions through to live agents or AI-driven engagements.
By evaluating caller interaction data and risk patterns, Pindrop solutions aim to provide frictionless authentication for genuine customers while identifying fraudulent activity in real time.
Deepfakes Remain a Growing Threat
Despite the rise of digital channels, contact centers are dealing with an increasingly sophisticated voice fraud landscape.
Recent data from Pindrop's own customer base identified numerous calls with “low liveness scores”, which the company determined were made using synthetic voices.
The finding points to how common deepfake attacks have become in contact center environments.
Generative AI has made voice cloning more accurate, and social media has given scammers easy access to voice samples.