Real-World Case Studies and Customer Success Stories with Pindrop® Protect

Pindrop and Confirm helped CommunityWide Federal Credit Union cut authentication time from 60 seconds to under 5 seconds. This is a 90% reduction in average authentication time. CommunityWide wanted ...to improve member experience and speed up service. Pindrop's solutions made authentication faster and more secure. Members now get help quickly and safely.
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Pindrop helped UCBI improve fraud detection and call center efficiency. Before Pindrop, UCBI used knowledge-based authentication, which was not secure and slowed down calls. With Pindrop, average han...dle time dropped by 29 seconds, saving about 197,000 minutes a year. Agents handled 14% more calls, and customer satisfaction scores rose by over 5%. Abandoned calls dropped by more than 7%. Agents and customers both reported a better experience.
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Pindrop Protect and Pindrop Passport helped a 90-year-old credit union with $7.3B in assets cut average handle time by 66% in just 90 days. The credit union faced rising fraud and complex risks from ...both business and consumer members. Pindrop solutions let agents quickly identify and authenticate callers, reducing call time from 54 seconds to 18 seconds. The tools also helped spot repeat fraudsters and improved member experience. The credit union needed a solution to fight fraud and make call handling faster and safer.
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Pindrop Protect and Pindrop Passport helped Michigan State University Federal Credit Union cut member authentication time by 50% in just 90 days. The average authentication time dropped from 90 secon...ds to 45 seconds. For calls with a full profile match, authentication time fell to just 12 seconds. The solutions improved agent productivity and member satisfaction. MSUFCU also gained better fraud case management and enhanced security for their contact center.
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Pindrop Protect and Pindrop Passport helped First National Bank Omaha cut average handle time by 8.5 million minutes. FNBO reduced OTP usage by 75% and decreased average handle time by 30 seconds per... call. The bank saw a 59% increase in ATO recognition rate and a 16% drop in total ATO losses. Average ATO loss per account fell by 47%. FNBO improved fraud detection and made customer authentication easier and faster.
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Pindrop Protect and Passport helped CommunityAmerica Credit Union fight fraud and improve member service. The credit union faced rising call volumes and fraud risks. Pindrop's solutions enabled passi...ve member verification, predicted fraud 60 days ahead, and reduced false positives below 1%. In less than a year, they protected over $56M in assets. The credit union is on track to save about $400K in call center costs in 2020.
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Pindrop Protect and Pindrop Passport helped a large bank stop $56 million in fraud attacks. The bank used Pindrop for secure authentication in its contact center. Pindrop Protect made it easy for fra...ud analysts to spot risky calls and block fraud in real time. About one in five calls were flagged for risk. The bank now prevents many types of fraud, like counterfeit checks and unauthorized transfers.
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Pindrop helped Affinity Plus Federal Credit Union improve call center security and member experience. The credit union used Pindrop’s Caller Authentication and Anti-fraud products. They achieved an 8...2% authentication rate and reduced average handle time by 45 seconds. Abandon rates dropped from 25-30% to 5-10%. Average hold times improved by 80%, dropping to less than 1 minute. Over 56% of members enrolled in the new system within 3 months, leading to higher satisfaction and less agent stress.
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Pindrop Pulse helped a leading U.S. insurer detect deepfake activity in their contact center. The company is one of the largest mutual insurance companies in the U.S. and a Fortune 100 firm. They use...d Pindrop Pulse to protect against AI threats and deepfake voice fraud. Pindrop Protect added multifactor fraud detection for stronger member security. The insurer is considering expanding deepfake detection to real-time communications.
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Pindrop Pulse helped a Fortune 500 insurer detect 97% of deepfakes and stop synthetic voice attacks in their contact center. The insurer wanted to protect customers and avoid financial losses from AI... threats. Pindrop Pulse, combined with Pindrop Passport, added a strong layer of security. The solution gave the insurer confidence in their voice channel security. The company offers insurance, retirement, and investing products.
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Pindrop Passport helped Huge Insurance Co. cut average handle times and improve customer relations. The company faced slow customer resolutions and staff distrust due to outdated authentication. Pind...rop Passport enabled passive multifactor authentication, removing the need for knowledge-based questions. The solution authenticated 88% of calls before agent connection. Huge Insurance Co. saved $864,000 and reduced call times by 60 seconds per call.
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Pindrop's anti-fraud and authentication solutions helped a Fortune 500 insurance company stop account takeover attacks. The company faced major fraud threats in 2015 and needed better security for it...s contact centers. After deploying Pindrop in 2016, they detected over 250 fraudulent calls in 2017 and protected more than $40 million in customer account value. By 2019, enhanced authentication with Pindrop saved $1.2 million in operational costs and stopped $1.6 million in fraudulent disbursement attempts. The company improved customer experience and security with multi-factor authentication and phone ownership verification.
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Pindrop helped a large eCommerce retailer fight call center fraud. The retailer faced high rates of social engineering and return fraud, risking millions in losses. Using Pindrop's Negative VoiceID a...nd multi-factor risk scoring, the retailer identified 86 fraudsters and blocked thousands of fraudulent accounts. Pindrop detected 22% more fraud than other vendors, with a false positive rate under 5%. The solution is on track to save the company nearly $10 million in fraud losses.
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Pindrop solutions helped a Fortune 100 utilities company boost security and cut call times in their contact center. The company faced challenges with fraud, inefficient authentication, and servicing ...800,000 customers without Social Security numbers. Pindrop enabled better customer identification in the IVR, reduced authentication steps, and improved fraud detection. The company projected a $1.7 million return on investment in the first year. After implementation, the number of callers asked for a Social Security number dropped by 55% month-over-month.
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Pindrop Protect helped the Virginia Employment Commission cut fraud in its call centers. The solution detected over 800 potentially fraudulent calls in one year. VEC saved more than $500,000 within m...onths and could save nearly $1 million a year. The tool also improved agent productivity by reducing knowledge-based authentication questions. VEC serves over 900,000 unemployment claims each year.
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VeriCall technology helped Telco A, a Fortune 50 telecommunications firm, fight ANI spoofing in its contact centers. The solution enabled 75% of calls to be authenticated as 'green,' reducing average... handle time by two to four minutes per call. This led to millions of dollars in annual operational savings. Telco A achieved a three times return on investment and completed full implementation in two months. The company found VeriCall cost-effective and praised the vendor's responsiveness.
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