At Pindrop, we recently analyzed our 5 billionth customer call with our technology.1 This marks another important milestone in our 12-year history of helping customers improve their voice security posture. Along the way, our technology has detected over 100 million spoofed calls and helped customers stop over $2 billion in fraud.2 In many cases, we've also helped those same customers reduce their average call center handle times by more than 60 seconds.3
This has seen the company emerge as a leader in contact center voice authentication and security, and has grown its customer base of Fortune 500 companies. But what may not be visible, at least from the outside, is the work that has been done behind closed doors to underpin this success through a network of partnerships and integrations that has enabled Pindrop to become a purpose-built cloud-based service provider.
This was not the case over a decade ago, when Pindrop® Technologies deployments were typically on-premise and difficult to support. Today, all customers who purchase Pindrop® Solutions are deployed via the cloud, hosted via AWS or GCP, and delivered through a variety of integration paths.
Jay Hart, Principal Solutions Engineer, spent 10 years at Pindrop and remembers some of the challenges of the early on-premise deployments. “Years ago, when customers engaged us, implementations were primarily done on-site. One of the main challenges was that there was no single, integrated platform. Each customer was running a different version of Pindrop's fraud detection solution. Each installation required our engineers and research scientists to work on-premise with the customer, handle the installation, listen to the calls, and successfully tune the fraud models. Then, if we needed to update the models to improve performance, it took weeks or months to deploy it. So each customer was running a different version of our software, and it was really difficult to keep up with their hardware and performance.”
Naturally, as a company, we knew that migrating to the cloud would be essential for long-term sustainability and growth. But our multi-factor approach to both authentication and fraud detection is based on deep, phone-like integration that includes analysis of keystroke behavior heuristics, carrier metadata, acoustic analysis, and a variety of other signals. Most of these are readily available in on-premise installations. So how, exactly, did we make these same signals available in the cloud?
Sumant Mauskar, vice president of partners and alliances at Pindrop, answers this question succinctly: “In the modern contact center world, as a cloud-focused business, without integrations you can't run your business. We knew that to be successful, we needed pre-built integrations through our extensive partnership network. Our product, research and engineering teams, along with our partners, have been working hard over the past 24 months to make this vision a reality.”
The transition from on-premise to cloud-based service delivery through partner integrations was a massive undertaking, but one that was accomplished in a short space of time thanks to the hard work of our engineering, product and partner teams. “When it comes to adopting a cloud-based contact centre, there are few one-size-fits-all easy buttons,” said Rahul Sood, Chief Product Officer. “Pindrop has pursued and developed a robust network of carrier, contact centre and conversational AI integrations to give our customers the flexibility they need to succeed.” For the first time in our history, Pindrop is natively integrated with all four of the largest providers in the Gartner Magic Quadrant for CCaaS. We are proud to now introduce these four key partner integrations, all of which are available in production today:
Amazon Web Services®
Amazon Connect continues to be a leader in the Gartner CCaaS Magic Quadrant year after year. The Amazon Connect integration uses AWS® Lambda functions that leverage Amazon kinesis streams for media capture to perform analytics and capture Pindrop intelligence on Amazon Connect IVR and agent workflows. The Pindrop and Amazon Connect integration enables organizations to implement these solutions in days instead of months. No telephony knowledge required.
Amazon and all related marks are trademarks of Amazon.com, Inc. or its affiliates.
Five 9
Five9 is a leading provider of cloud contact center software with over 3,000 customers. Partners since 2021, Pindrop and Five9 have supported over a dozen mutual customers through an 18-month integration effort. In one of our most robust integrations to date, Pindrop® Technologies and Five9 work together to help authenticate callers and mitigate fraud at every stage of an inbound call. Not only can Five9 Telco route inbound calls to our product for analysis, but we provide an easy-to-use self-service management console to do this quickly. Five9 has also published a range of pre-built tasks in our Studio 7 library to make implementing Pindrop solutions within Five9 IVA simpler, faster and easier. Additionally, we are releasing our first agent UI as a connector for Five9 agent desktops, bringing Pindrop intelligence to Five9 agents in real time. This end-to-end solution is a first for us and is being offered in collaboration with our friends at Five9 to support our many mutual customers in this rapidly expanding partnership.
Genesys Cloud CX™
Genesys Cloud CX helps over 8,000 organizations in over 100 countries deliver exceptional experiences for both customers and employees, resulting in increased loyalty and business outcomes. As a Premium App Partner on the Genesys AppFoundry®, we commit extensive development resources to ensure Genesys Cloud™ customers can seamlessly integrate our advanced voice security solutions.
The new AudioHook for Genesys Cloud Voice™, combined with the option to use Pindrop solutions with Bring Your Own Carrier (BYOC), provides a flexible, cutting-edge security solution for diverse business needs. This integration opens up a vast global market, allowing Genesys customers to leverage Pindrop technology to secure and streamline their contact center operations.
Genesys, Genesys Cloud, Genesys Cloud CX, Genesys Cloud Voice, and Genesys App Foundry are registered trademarks or trademarks of Genesys Cloud Services, Inc. and/or its affiliates in the United States and certain other countries.
Nice CXone™
NICE, the leading AI-powered CX platform provider, helps brands deliver the best possible customer experience regardless of touchpoint. This is a new partnership and integration for Pindrop, teaming with NICE at the carrier level to route incoming customer calls to Pindrop Solutions for analysis. The Pindrop FACT team works directly with both companies' customers to help design and call flows based on each customer's unique requirements. With a long history of both companies' customers using both platforms, NICE and Pindrop have finally officially teamed up to work on improving CX and fraud detection. To celebrate this new collaboration, we recently sponsored and exhibited at NICE Interactions in Las Vegas in June and had a great time evangelizing the new integration and partnership with many NICE customers.
To integrate with your existing contact center technology and better protect your business against fraud, request a demo to learn more about our partnership.
1 Total of all calls tracked across the entire Pindrop suite (Protect, Passport and VericallⓇ solutions) for all customers since inception
2 Derived from data collected from tracking fraudulent calls among Pindrop's customer base since the company's founding. Pindrop's technology has detected 3 million fraud attempts potentially resulting in $2 billion in fraud losses.
3Based on a sample of 33 Pindrop customers who used ANI validation and profile matching to reduce 2-4 KBAs
