Case Study: Tier 1 Bank reduces call center OPEX and stops ANI-spoofing with Payfone Trust Platform & Call

Tier 1 Bank - Customer Case Study

A Tier 1 bank was facing significant problems with ANI-spoofing fraud in its call center. This increased fraud forced the bank to use cumbersome identity verification processes, which led to a drastic drop in customer satisfaction. To address this, the bank partnered with Payfone and implemented its Trust Platform & Call solution.

Payfone's solution was able to detect 100% of ANI-spoofed calls. It also allowed call center agents to greet customers by name instead of using knowledge-based authentication, which improved the customer experience. This resulted in a measurable reduction in call center operating expenses, saving the bank $1.20 per call.