Genesys Cloud - Main

Hello everyone,

I am looking for information regarding Genesys Pindrop Connector. If you have implemented or are currently in the process of implementing it, I would appreciate any feedback you can share about the implementation experience. Specifically, I'm interested in learning how Gensys and Pindrop communicate and work together, as well as any challenges, best practices, or lessons learned during implementation. Any insight would be greatly appreciated. Thank you!

Hello Lidia, 

While I haven't implemented this, I believe the connector enables authentication and fraud scoring information from Pindrop to be surfaced directly within the agent experience, allowing agents to make informed decisions during customer interactions.

Using the connector, administrators and architects can configure authentication and fraud detection points within agent scripts, display authentication results and fraud risk indicators, and present guidance to agents based on the customer's authentication status or fraud score. This helps streamline the verification process while providing additional context during live interactions.

Just as a note, it looks like the connector itself is available through AppFoundry, while a separate Pindrop subscription is required.

If you need help, we offer Professional Services for implementation. This is to assist with deployment, configuration, and enablement. 

I have seen this integration used commonly to reduce manual authentication steps, improve the agent experience, support IVR self-service scenarios, reduce average handle time, and strengthen protection against fraudulent interactions.

Hopefully someone in the community with direct implementation experience can help out!

Cheers,