Case Study: Next Caller helps Next Caller reduce fraud, improve customer experience, and cut contact center costs with VeriCall® Technology

Next Caller Improves FI Call Center Fraud Prevention, Customer Experience, and Cost

A top 10 U.S. bank, often referred to as Bank A, faced significant account takeover fraud in its call center after fraudsters circumvented its internal anti-spoofing solution. This compromised security and hindered the bank's goal of moving more customer service to its cost-effective IVR system, as it could no longer reliably trust a caller's phone number for authentication. To address this, the bank partnered with vendor Pindrop and implemented its VeriCall® Technology.

Pindrop's solution provided a simple API integration that assessed calls for spoofing and returned a trust score. For calls deemed trustworthy, authentication was streamlined, reducing the average handle time by 30 seconds. The bank achieved a 68% verification rate for trusted calls and realized a 20x return on investment. Pindrop’s technology effectively reduced fraud, improved the customer experience, and lowered operational costs.

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