Case Study: a leading US bank cuts fraud losses and AHT by 20% with Pindrop and NovelVox

Leading US Bank cuts fraud losses and AHT by 20% with NovelVox

A leading US bank faced significant challenges with fraudulent calls bypassing its outdated security protocols. This was draining financial resources and increasing average handling time, as agents were overwhelmed by manual verification processes. To address this, the bank partnered with vendor NovelVox and implemented its Agent Accelerator unified desktop alongside Pindrop's real-time fraud detection technology.

The solution implemented by NovelVox and Pindrop provided intelligent, real-time fraud detection and a unified agent desktop. This combination enabled the bank to detect up to 80% of contact center fraud and reduced Average Handling Time by 20%. The partnership with NovelVox resulted in significant annual cost savings and provided agents with a consolidated view of customer details and fraud alerts for quicker action.