Pindrop® Passport
Fast, secure caller authentication
Reduce operational costs and lower average handle time (AHT) with hassle-free, multifactor authentication that allows you to accelerate call routing for authenticated callers while maintaining contact center security.
Cut down on call times
Pindrop® Passport provides a multifactor authentication solution that helps your contact center quickly authenticate callers within the Interactive Voice Response (IVR) system and at the agent, allowing agents to focus on helping genuine customers.
Why Pindrop
Improve caller satisfaction and AHT with seamless authentication.
Hear from our customers
Learn how a credit union reduced its AHT by 66% in 90 days.
Layers of technology that deliver
With advanced voice, device, and behavior analysis, Pindrop® Passport provides accurate, secure authentication.
The benefits of modern authentication
Learn how moving beyond manual verification can save time, improve efficiency, and lower operational costs in your contact center.
Pindrop® Passport FAQs
Pindrop® Passport is a real-time, multifactor authentication framework that continuously analyzes call audio from connection to agent. Using background signals to evaluate trust, it reduces friction for legitimate callers and flags risky interactions.
Pindrop® Passport provides real-time, continuous authentication by layering voice analysis, Phoneprinting® technology, Toneprinting® technology, metadata, and behavior analysis, along with risk analysis.
Callers can be enrolled during normal conversations without PINs or static phrases, creating voice profiles in seconds. However, enrollment isn’t required for Pindrop® Passport to provide value; it immediately reduces friction and KBAs for unenrolled callers by leveraging ANI validation, metadata, and real-time risk analysis.
On average, it saves about 451 seconds of handle time per call by removing up to 4 KBA questions and verifying in the IVR.
Yes—organizations have reduced OTP usage from about 10% of calls to 1–2%2 with Pindrop® Passport, lowering operational costs while improving the customer experience.
It flags high‑risk calls during enrollment using analysis of carrier data, calling patterns, and account history. Additionally, it leverages the Pindrop Intelligence Network (PIN) and Consortium, which features 2.5M known fraudster ANIs, to flag suspicious attempts in real time.
Customers using Pindrop® Passport have achieved
– 66% reduction in average handle time (AHT) within 90 days3
– 90% authentication rates4 with significantly fewer KBAs.
– Increased IVR containment of 1.5%1 and NPS uplift of 10%.5
– OTP usage reduced from 10% to 1–2%.2
By authenticating faster, improving IVR containment, and reducing KBAs and OTPs, organizations have seen average yearly savings of about $4M.1
Related research + insights
Access expert research, detailed guides, and practical resources on voice security to strengthen your contact center’s defenses.
Article
AI Attacks in Healthcare: Bots, Deepfakes, and Rising Risk
March 24, 20265 minutes read time
Case study
90% Drop in Fraud and a Smoother CX: How HealthEquity Did It
February 23, 20268 minutes read time