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A Leading US Bank Cuts Fraud Losses & AHT by 20% With Pindrop and NovelVox Agent Accelerator

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A leading US-based bank faced a surge in fraudulent calls slipping through because of outdated security protocols. It was draining money and time, as traditional authentication methods were unreliable, and agents were overwhelmed by the manual verification process. The bank stepped in with a solution that brought great relief.

In this case study, we discussed how Pindrop Solutions and its intelligent, real-time fraud detection technology, combined with NovelVox’s agent accelerator unified desktop, helped a US-based bank detect up to 80% of contact centre fraud, reduce Average Handling Time (AHT) by 20%, and achieve significant annual cost savings.

We also discuss.

The consequences of outdated fraud detection methods.

How were false positives draining the agent’s time?

Why real-time scoring is so essential in today’s threat landscape.

The benefits of continuous fraud analysis even after the call ends.

How does passive voice authentication provide security to the entire call?

How did the NovelVox agent accelerator help agents to take quick actions with a unified view of customer details, authentication data, and fraud alerts?

Resources

Everything You Need to Know About CTI (Computer Telephony Integration)

Automate Customer Identification & Authentication to Reduce Average Handling Time and Improve Customer Satisfaction

Patient Experience in Future

6 Proven Ways to Amplify Your Credit Union Performance

Cleveland Clinic Improves Healthcare Experience for Agents and Patients

The Ultimate Guide to Chatbot

What is the Customer Satisfaction Score (CSAT)?

Epic Integration Services with Contact Centers

Transforming Credit Union Contact Center into a Member Experience Center
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Overview

  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
  • 100+ third-party app integrations
  • 15+ Years of Experience
  • 350+ Deployments in 20+ Countries

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  • We enable brands to create superior agent and customer experience by offering next-gen contact center integrations with 100+ third-party applications.
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  • 350+ Deployments in 20+ Countries

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