Secure Contact Centers: Voice Security + Webex Contact Center
Matt Hampton
author • 22nd January 2025 (UPDATED ON January 30, 2025)
4 minute read time
Working alongside the Webex Contact Center team, Pindrop has certified Pindrop® Passport and Pindrop® Protect and added them to the Webex App Hub.
We are dedicated to helping our customers quickly and easily authenticate inbound calls, drive automation in the IVR (Interactive Voice Response system), and detect fraud.
With voice-based authentication methods, contact centers can reduce caller frustration, shorten resolution times, and improve security and compliance.
Using the Pindrop® API Connector within the Webex Contact Center, we seamlessly integrate into contact center call flows, enabling quick setup and easy deployment.
How it works
In any partner integration, Pindrop® Technologies captures a copy of an inbound call and runs a thorough analysis. The analysis of an inbound call is predicated upon a deep, carrier-style integration where the Pindrop® Solution ingests the call audio, metadata, keystroke presses, and other signaling.
This approach allows our technology to perform an accurate, multifactor analysis of the inbound caller’s voice, device, behavior, network, risk, and liveness. This will help you determine if the caller is a genuine consumer or a fraudster.
For more insight into how fraudsters operate, check out our article on the fraudster playbook.
Webex Contact Center: Customer SIPREC integration
The diagram below showcases the robust architecture of the Webex Contact Center + Pindrop integration. It illustrates a scenario where a customer using a premise-based Session Border Controller (SBC) routes calls to Pindrop. Pindrop also supports a flexible Bring Your Own Carrier (BYOC) model, allowing you to route calls directly from your carrier. Contact Pindrop to determine if your carrier is supported.
Key elements of the Webex CC + Pindrop integration
1. Pindrop® API connector
The Pindrop® API Connector enables your organization to establish a secure trust relationship between your Pindrop account and the Webex Contact Center, allowing you to access Pindrop’s voice authentication and fraud detection services seamlessly.
Once the trust relationship is established, integrating Pindrop’s capabilities is as straightforward as making HTTP requests within your Webex CC call flows. These requests allow you to initiate voice authentication, detect fraud, capture key data points for analysis, and make intelligent routing decisions.
2. Easy-to-use agent UI
Pindrop has constructed a pre-built agent user interface, delivered through the Webex Contact Center agent desktop.
This helps implement Pindrop intelligence and policy-driven instructions to Webex Contact Center agents as clearly and intuitively as possible. This user-friendly interface helps agents easily understand and apply Pindrop’s capabilities in their daily operations.
3. Supportive resources for self-guided implementation
To simplify the process, we have authored a detailed user guide that provides clear, step-by-step instructions to help contact center administrators implement Pindrop® Solutions in their Webex Contact Center environment.
Additionally, Pindrop resources are readily available for support and guidance, ensuring a smooth and successful integration.
Real-world success
Some of the largest banks, credit unions, insurance companies, and healthcare providers in the world trust Pindrop to combat fraud and deliver secure, efficient customer service. To read more about how Pindrop integrates with other leading contact center platforms, check out our posts on Five9 + Pindrop authentication and fraud detection or how to integrate Pindrop® Solutions and Genesys Cloud CX.
Ongoing collaboration and future development
At Pindrop, we’re committed to continuous innovation and close collaboration with the Webex Contact Center. We adapt our solutions to address evolving customer needs. Our teams actively monitor and enhance the current integration, exploring new capabilities to support future use cases.
Do you have a call center challenge you’d like Pindrop and Webex Contact Center to address? We’d love to hear from you.