About Pindrop® Technology and integrations
Here at Pindrop, our technology recently analyzed our 5 billionth inbound customer phone call,1 another significant milestone in our 12-year history of helping our customers improve their voice security posture. Along the way, our technology detected over 100 million spoofed phone calls and helped our customers stop over $2 billion in fraud attempts,2 often while helping those same customers reduce the average handle time in their call centers by 60 seconds or more.3
Through this, we’ve emerged as a leader in contact center voice authentication and security with a growing base of Fortune 500 customers. But what you might not see, at least from the outside, is the work that’s been happening behind closed doors to support this success through a network of partnerships and integrations – all of which are enabling Pindrop to become a dedicated cloud-based service provider.
This wasn’t the case over a decade ago–when the average deployment of Pindrop® Technologies was on-premise and difficult to support. Today, any customer who purchases Pindrop® Solutions is deployed via the cloud, hosted via AWS or GCP, and delivered through a wide variety of integration paths.
Making the move to cloud-based solutions
Principal Solutions Engineer, Jay Hart, has spent a decade with Pindrop and can remember some of the challenges of those early, premise-based deployments, “Many years ago, when a customer signed up with us, implementation largely happened on site. One of the main challenges was that we didn’t have a single, unified platform. Different customers ran different versions of Pindrop’s Fraud Detection Solution. Every installation required an engineer and research scientist to be on premise with the customer to handle the installation, listen to calls, and tune our fraud models to be successful. Then, if we needed to update those models to improve performance, it took weeks or months to roll that out. So we had different customers running different versions of our software, and some real challenges keeping up with the hardware and performance.”
Obviously, as a business, we knew the move to cloud was going to be vital for long-term sustainability and growth. But our multi-factor approach to both authentication and fraud detection is predicated on a deep, telephony-style integration which includes analyzing keystroke behavior heuristics, carrier metadata, acoustic analysis, and various other signals–most of which are readily available in an on-premise installation. So how, exactly, did we get these same signals available in the cloud?
Sumant Mauskar, VP of Partners and Alliances for Pindrop, answers this question succinctly, “As a cloud-focused business in the modern contact center universe, if you don’t have integrations, you don’t have a business. We knew we were going to need pre-built integrations through a wide network of partnerships to be successful. Our product, research, and engineering team–alongside our partners–have been hard at work for the past 24 months to make this vision a reality.”
The shift from premise to cloud-based service delivery through partner integrations has been a massive endeavor, and thanks to the hard work of our engineering, product, and partner teams, it’s a shift that we’ve been able to accomplish in a short amount of time. “When it comes to deploying your cloud-based contact center, there is rarely a one-size-fits-all easy button,” says Rahul Sood, Chief Product Officer. “Pindrop has pursued and developed a robust network of carrier, contact center, and Conversational AI integrations to give our customers the flexibility they need to be successful.” For the first time in our history, Pindrop is now natively integrated with all four leading providers in the Gartner Magic Quadrant for CCaaS. We’re proud to showcase here these four key partner integrations, all now available in production.
Some of our key partners
Amazon Web Services®
Amazon Connect remains a leader in the Gartner CCaaS Magic Quadrant year-after-year. Our Amazon Connect integration leverages Amazon kinesis streams for media acquisition to run our analysis, and utilizes AWS® lambda functions that obtain Pindrop intelligence in Amazon Connect IVR and agent workflows. With the Pindrop and Amazon Connect integration, organizations can implement these solutions in days instead of months – no telephony background required.
Amazon and all related marks are trademarks of Amazon.com, Inc. or its affiliates.
Five9
Five9 is a leading provider of cloud contact center software with more than 3,000 customers. Partners since 2021, Pindrop and Five9 have been on an 18-month integration journey in support of more than a dozen mutual customers. One of our most robust integrations to date, Pindrop® Technologies and Five9 can work together to help authenticate inbound callers and mitigate fraud across all legs of an inbound call. Five9 Telco can not only route inbound calls to our product for analysis, but they provide an easy-to-use, self-service administrative console to accomplish this quickly. Also, Five9 has published various pre-built tasks in Studio 7 library to make implementing Pindrop Solutions within the Five9 IVA simpler, faster, and easier. What’s more, we’ve released our first Agent UI as a connector in the Five9 agent desktop to bring Pindrop intelligence to Five9 agents in real time. This end-to-end solution is the first of its kind for us, delivered in collaboration with our friends at Five9 to support many mutual customers in this rapidly expanding partnership.
Genesys Cloud CX™
Genesys Cloud CX empowers over 8,000 organizations across more than 100 countries to enhance loyalty and business outcomes by delivering exceptional experiences for both customers and employees. As a Premium App Partner in the Genesys AppFoundry®, we’ve dedicated extensive development resources to ensure that Genesys Cloud™ customers can seamlessly integrate our advanced voice security solutions.
With our new AudioHook for Genesys Cloud Voice™, alongside the option to use Pindrop Solutions with Bring Your Own Carrier (BYOC), we provide flexible, cutting-edge security solutions tailored to diverse business needs. This integration opens a vast global market, enabling Genesys customers to leverage Pindrop Technologies to help secure and streamline their contact center operations.
Genesys, Genesys Cloud, Genesys Cloud CX, Genesys Cloud Voice, and Genesys App Foundry, are registered trademarks or trademarks of Genesys Cloud Services, Inc. and/or its affiliates in the United States and certain other countries.
NICE CXone™
Leading AI-powered CX platform provider, NICE, helps brands to deliver the best customer experience possible, no matter the touchpoint. This is a new partnership and integration for Pindrop, teaming with NICE at the telco level to route inbound customer calls to Pindrop Solutions for analysis. The Pindrop FACT team works directly with our mutual customers to support design and call flows based upon each customer’s unique requirements. With a long history of mutual customers using both platforms, NICE and Pindrop have finally, officially teamed up to help deliver improved CX and fraud detection. To celebrate this new collaboration, we recently sponsored and exhibited at NICE Interactions in Las Vegas in June, and we had a great time socializing our new integration and partnership with many NICE customers.
Connect with us and learn more about our partnerships
To integrate with your existing contact center technology and better guard your business from fraud, request a demo and learn more about our partnerships.
1Total of all calls tracked by entire Pindrop suite (Protect, Passport and VericallⓇ solution) across all of our customers since inception
2Derived from data gathered from tracking fraud calls across Pindrop’s customer base since inception. Pindrop technology has detected 3 million confirmed fraud events which likely would have resulted in $2 billion fraud losses
3Based on a sample of 33 Pindrop customers using ANI validation and profile match to reduce 2-4 KBAs
