Pindrop partners with Google cloud to raise contact centre security and AI-led customer experience - The EE

Pindrop partners with Google cloud to raise contact centre security and AI-led customer experience

Vijay Balasubramaniyan of Pindrop

Atlanta, United States. – Pindrop, a global specialist in voice technology, has announced a new partnership with Google cloud that will enable it to build and offer new authentication solutions to enhance call centre experiences for customers on Google cloud’s platform.

Pindrop will also make its suite of fraud detection and voice security solutions available on Google cloud marketplace, as it is now part of the Google cloud partner advantage program as an independent software vendor (ISV) partner.

Through this partnership, Pindrop plans to offer its call centre security and anti-fraud protection solutions with Google cloud’s contact centre AI to deliver voice authentication and security solutions that create better experiences for the customer, add security to the call centre, and increase flexibility with modern infrastructure. Using Google cloud’s secure, trusted, and global infrastructure, Pindrop will also be able to deploy new voice security solutions that will give customers the ability to easily automate device-based interactions. Additionally, as a Google cloud partner, the two companies will execute a joint go to market strategy via Google cloud marketplace to augment Pindrop’s products with Google cloud capabilities in AI, ML, analytics, and more.

“This is another historic moment for Pindrop, and we are thrilled about the partnership with Google cloud. Together with Google cloud, we are uniquely positioned to offer customers something genuinely innovative and drive toward our shared vision in the modern contact centre world,” says Vijay Balasubramaniyan, CEO and co-founder at Pindrop. “By partnering with Google cloud, we are truly on the path to delivering on our mission of making technology more human and helping our clients open new worlds by unlocking the power of the human voice.”

“Securing voice-driven call centre and support services is a critical requirement for the enterprise technology stack today,” adds Nirav Sheth, director of partnerships, Google cloud. “We’re thrilled to have innovative technology businesses like Pindrop building on Google cloud. With Pindrop’s solutions available on Google cloud marketplace, organisations will be able to easily deploy Pindrop in their cloud environment and provide AI-enhanced experiences that prioritise secure, satisfactory customer interactions.”

Pindrop helps organisations across financial services, insurance, retail, healthcare, and telecommunications secure voice interactions with passive voice authentication and streamlined automatic number identification (ANI) verification solutions. By deploying Pindrop solutions in their multicloud environments, customers are empowered with the technologies needed to reduce costs associated to fraud loss and increase positive customer care experiences in the call centre. A recent Pindrop commissioned Forrester TEI study found that Pindrop customers, who participated in the study, can experienced a 10% increase in operational gains for call centres, 15% reduction in fraud incidents and losses , and improved call containment in the IVR by 2% leading to a better experience for customers and employees.

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