A leading U.S.-based investment management firm sought to modernize contact center authentication without compromising security. Despite existing IVR and enhanced controls, authentication for sensitive interactions remained slow and friction-heavy.
The existing process relied heavily on knowledge-based authentication (KBA), requiring multiple profile questions and one-time passcodes due to rising spoofing and masking fraud attempts. The absence of voice-based authentication resulted in repetitive questioning, longer IVR journeys, and extended agent handling time.
This added nearly 3 minutes to average handle time per call, lowered customer satisfaction, and increased operational strain. The firm needed a secure, low-friction authentication model that could reduce customer effort while strengthening fraud protection.
Hyniva integrated Pindrop as a foundational authentication layer within the firm's IVR and contact center ecosystem, leveraging its capabilities for real-time ANI verification, device trust scoring, spoof and masking detection, and passive voice biometrics. Authentication was embedded within existing IVR flows, enabling callers to be verified passively as they stated their intent — without explicit enrollment or intrusive questioning. The implementation was integrated with the firm's Genesys Cloud environment and surfaced authentication outcomes to agents through Salesforce Service Cloud, ensuring verification insights were available during and after each interaction.
These capabilities were then structured into a progressive authentication framework. A single PII-based prompt was combined with passive device validation, ANI verification, and voice biometrics to achieve triple-factor authentication for most interactions. This significantly reduced reliance on KBA while ensuring customers were securely verified before reaching an agent. Exception handling mechanisms enabled controlled escalation when confidence thresholds were not met.
The integration followed a structured, low-risk rollout approach, with rapid validation and close collaboration across security and compliance teams to ensure minimal operational disruption.
The integration transformed authentication from a contact center bottleneck into a strategic advantage. What was once a time-intensive verification process became an invisible layer of trust — accelerating service without compromising control.
By shifting verification upstream and embedding intelligence into the call journey, the firm reduced operational drag, improved service consistency, and elevated agent productivity. Authentication no longer dictated handle time or customer effort.
More importantly, the organization now operates on a future-ready security architecture — one that supports growth in high-value transactions, digital servicing, and evolving fraud patterns without reintroducing friction.