Pindrop is adding more robust risk screening capabilities to its VeriCall Technology solution. VeriCall is a product from the PinDrop subsidiary Next Caller, and is now being supplemented with risk screening data from the broader Pindrop Intelligence Network (PIN).
The goal is to improve the call center experience for legitimate customers while still guarding against the threat of fraud. To that end, the improved VeriCall will now provide call center employees with two key pieces of information during each call. First, the solution will analyze a customer’s phone number to determine whether or not it has been spoofed. It will then display a risk score that indicates whether or not the person on the other end of the line is likely to be some sort of fraudster.
The second score is the new feature being introduced through the PIN service. The solution operates in the background to provide a layer of passive authentication, and can streamline customer service by removing friction for customers who present a low risk of fraud. For example, the call center can force high-risk customers to answer security questions or enter one-time passcodes, and remove those obstacles for less risky clients. High-risk users can also be rerouted to more experienced agents, or barred from certain menu options.
The VeriCall API needs only 60 milliseconds to perform an analysis and provide an employee with a risk assessment, based on only a phone number and a timestamp. Organizations that are already using VeriCall will have access to the PIN scores through their existing dashboard.
“The ability to recognize and respond to both good and bad actors increases the security posture of a contact center,” said Pindrop Product Management, Research, and Engineering VP Amit Gupta. “VeriCall Technology is a simple and efficient solution to help our customers match the level of scrutiny applied to a call with the caller’s risk profile.”