Case Study: Next Caller improves telecom contact center security and customer experience for Next Caller with Pindrop

Next Caller Improves Customer Service in Contact Centers via Spoof Detection

The customer, Next Caller, faced significant challenges with ANI spoofing and account takeover fraud in their telecommunications contact centers, which also created a poor and time-consuming authentication experience for legitimate customers. Seeking to improve security and the customer experience simultaneously, they turned to the vendor, Pindrop, and implemented its VeriCall® Technology.

Pindrop's VeriCall® solution provided reliable spoof detection, which allowed a large percentage of calls to be passively authenticated. This eliminated the need for time-consuming knowledge-based questions and one-time passwords for verified calls, enabling agents to greet customers by name and address their needs faster. The implementation by Pindrop resulted in a multi-million dollar reduction in operational expenses, a significant increase in IVR containment, improved customer satisfaction scores, and a strong return on investment for Next Caller.

Next Caller