Pindrop Brings Voice Biometrics Tech to Five9 CX Marketplace

Pindrop will be looking to build its customer base through a new partnership with Five9. Five9 is best known for its intelligent contact center platform, while Pindrop is best known for its portfolio of voice recognition and fraud prevention solutions.

The new arrangement will make Pindrop’s technology available through the Five9 CX Marketplace, which is to say that existing and prospective Five9 clients will be able to access Pindrop’s solutions directly through the Five9 platform. Pindrop will specifically be listing its Pindrop Protect, Pindrop Passport, and VeriCall products on the digital storefront.

All three of those solutions are designed to strengthen security and improve the user experience for people calling into contact centers. Pindrop Protect is a risk analytics solution that uses Interactive Voice Response Technology to determine whether or not the person on the line is likely to be a fraudster, while Pindrop Passport is a biometric authentication solution that runs passively in the background to verify a caller’s identity. Finally, VeriCall is a device verification service that looks at metadata to make sure that the call number lines up with the device being used to dial in.

Pindrop noted that call center fraud attempts and overall customer volume are both expected to increase in the coming year. The company believes that its solutions can help address both problems, since it can spot cybercriminals while removing friction (such as knowledge-based security questions) for legitimate customers.

“By partnering with Five9, we are able to effectively expand Pindrop’s reach to customers in key sectors such as retail, healthcare and higher education,” said Pindrop Global Partners and Alliances VP Gahn Lane. “We are excited to kick off our partnership, and look forward to seeing it evolve and mature over the remainder of the year.”

“Partnering with Pindrop gives our customers more choice and will allow more organizations to protect sensitive customer information and prevent fraud with voice authentication technology,” added Five9 Business Development VP Walt Rossi.

Pindrop spent much of 2021 trying to position itself for a strong year in 2022, most notably through the hiring of a new CFO and a new CTO over the summer. Five9, meanwhile, launched a no-code virtual agent development platform, and has previously listed Nuance’s Gatekeeper solution on its App Marketplace.

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(Originally posted on Mobile ID World)