Advanced voice authentication and fraud detection in your Five9 contact center
In close partnership with Five9, we’re committed to helping our customers quickly and easily authenticate inbound calls, drive automation in the IVA, and detect fraud. Today, Pindrop and Five9 enable our customers to achieve those goals by providing multiple, pre-built integration points. Keep reading for more on our voice authentication solution, fraud detection software, and our customers’ success stories.
How it works: The Five9 + Pindrop® integration details
In any partner integration, Pindrop® Technologies capture a copy of an inbound call and run a thorough analysis. The Pindrop solution’s analysis of an inbound call is predicated upon a deep, carrier-style integration where the solution ingests the call audio, metadata, keystroke presses, and other signaling. This allows our technology to perform a true, multifactor analysis of the inbound caller’s voice, device, behavior, network, risk, and liveness—all of which helps you determine if the caller is a genuine consumer or a fraudster.
Call capture architecture: Five9 + Pindrop
The diagram below showcases the powerful architecture behind the Five9 + Pindrop technology integration.
View more details in the Five9 data sheet.
Key elements of the Five9 + Pindrop integration
1. Self-service option for real-time call routing
With this integration, Five9 administrators can route calls to the Pindrop solution in real-time. Instead of creating a ticket with a carrier and waiting for that request to be processed, Five9 admins can set up real-time call routing in their Numbers Inventory—a change that takes immediate effect.
2. Pre-built tasks for simple implementation
Pindrop and Five9’s IVA team also collaborated closely to produce multiple, pre-built tasks for the Studio7 library. This enables no-code, drag-and-drop API invocation for Pindrop and Five9 customers to make the process of implementing or changing functionality in the Five9 IVA faster and easier.
3. Easy-to-use agent UI
A first of its kind for Pindrop, we constructed a pre-built agent user interface, delivered through the Five9 agent desktop as a connector, as a means of easily implementing Pindrop intelligence and policy-driven instructions to Five9 agents in a clear, intuitive way.
The result of this is a thorough, end-to-end integration which allows Five9 and Pindrop customers to quickly and easily implement our mutually beneficial solutions with limited resource requirements from their own teams.
4. Supportive resources for self-guided implementation
To make the process even easier, we also co-authored a detailed user guide which provides clear, step-by-step instructions to guide a contact center administrator through the process of implementing Pindrop solutions in their Five9 environment.
Real-world success
As of late 2024, Pindrop and Five9 mutually support 15 customers across the Financial Services and Healthcare industries, with many more coming soon. Some of the largest banks, credit unions, insurance companies, and healthcare providers in North America rely on our integration points to service their customers and stop fraud. On January 15th, come hear directly from the Vice President of Michigan State University Federal Credit Union’s Call Center, Colleen Pitmon, about how much success they’ve had with their combined Five9 and Pindrop deployment. Registration details here.
Ongoing collaboration and future development
Not content to rest upon what’s already been built, the Five9 and Pindrop product teams maintain a close, working relationship to monitor our existing integration points as well as build new ones that will service future use cases. Our Five9 agent UI has already undergone improvements, including an agent feedback button, SSO login support, and more. The online task library in Studio 7 will continue to grow as demand increases for additional, pre-built resources. And recently, our teams have begun to collaborate to solve for outbound voice authentication, a feature request from many of our customers.
Have a call center challenge that you’d like to see Pindrop technologies and Five9 solve together? We’d like to hear about it. Request a demo today.
