Pindrop Integration
Pindrop Tells Your Agent Who's Calling. NovelVox Tells How to Handle.
Technology Partners
Built for High-Volume Banking and Credit Union Contact Centers
Pindrop does solve the authentication piece. But authentication alone doesn’t resolve the call. Agents still need to know account status, recent activity, open disputes, and what actions they’re authorized to take — right now, not after three screen switches.
One Integration. Every Capability Your Agents Need.
Pindrop’s confidence score triggers an automatic account lookup in the core business system. Agents see verified identity and full account context.
Agents get all the data on a unified interface. Zero tab-switching, zero screen toggling — agents stay in one place for the entire call.
Pindrop’s low-confidence triggers automated OTP or KBQ prompts via governed rules.
Consistent, compliant handling of risk-flagged calls.
Actions like card block, funds transfer, etc, are surfaced contextually and permissioned by role. Agents act without leaving the workspace.
Works across prominent contact centers in banking and credit union space. No rip-and-replace, NovelVox layer on the platform you already run.
Every agent action taken post-authentication is logged against the Pindrop session
SOC 2 and PCI-DSS-ready audit trail.
How NovelVox Connects Pindrop
to Your Contact Center Stack
Connectivity
Automation
Control
Governance
Pindrop in Action: Banking
Pindrop analyzes voice and device behavior on inbound calls. High confidence returned → NovelVox auto-populates customer’s account summary from core system. Agent greets the customer by name with full context.
Customer calls about an unrecognized charge. Pindrop confirms identity. Agent sees transaction history inline and drills into the flagged charge without leaving the screen. Flags the transaction in one click, no escalation.
Customer reports a lost card. Authentication confidence returned by Pindrop. Agent views card status, blocks the card, and initiates replacement — all from the guided action panel. No transfer to a separate card services team.
Pindrop returns a low-confidence score. Step-up verification triggers automatically — OTP sent to registered number. Customer confirms. Agent proceeds with full context. Suspicious activity note auto-logged against the account record.
Customer calls about a payment discrepancy. NovelVox surfaces loan account details, payment schedule, and outstanding balance from the core banking system. Agent resolves without placing customer on hold.
Pindrop in Action: Credit Union
Pindrop analyzes voice and device behavior on inbound calls. High confidence returned → NovelVox auto-populates member details from core system. Agent sees full member context before the conversation begins.
Member questions a transaction. Agent sees complete transaction history inline — identifies the charge, explains or escalates as needed, and logs the interaction. No system switching, no hold.
Member reports a stolen card. Agent views card status and blocks it immediately from the guided action panel. Replacement initiated in the same screen. Member off the call faster.
Low Pindrop confidence score on a member call. Automated KBQ prompt triggered. Member answers. Agent proceeds with verified identity and full account context. Fraud attempt logged automatically.
Member locked out of online banking. Agent confirms identity via Pindrop, resets password, and updates contact details — all from one screen. No ticket raised, no transfer made.
Power Your System with
Pindrop and NovelVox
Every call that reaches your contact center without this integration costs you more. Pindrop does its job perfectly. Let your agents do theirs with NovelVox.
