Case Study: Telco A improves customer service and fraud detection with Pindrop VeriCall

Telco a boosts IVR containment by 2% with Pindrop

Telco A, a major telecommunications firm, faced challenges with ANI spoofing fraud and a desire to personalize customer service and streamline authentication in its contact centers. To address these issues, the company partnered with vendor Pindrop and implemented its VeriCall® technology.

Pindrop's VeriCall® solution provided reliable spoofing detection and passive caller authentication. This allowed Telco A to authenticate 75% of its callers for a friction-free experience, including being greeted by name and bypassing knowledge-based questions. The implementation resulted in a threefold return on investment and reduced call handle time by two to four minutes for authenticated calls, saving millions of dollars annually in operational expenses.

Telco a