Contact center security faces a transformative challenge as AI-generated voices introduce new fraud dynamics. In response, BT has forged a partnership with Pindrop to develop an advanced voice authentication system capable of deepfake detection. This collaboration seeks to restore confidence by integrating AI-powered security within BT’s enterprise communications network.
Voice fraud has been escalating dramatically, with a more than 100% increase in cases since 2021. Pindrop reports that one in every 599 calls is fraudulent, and one in 106 demonstrates deepfake characteristics. Bucky Wallace, Chief Revenue Officer at Pindrop, emphasized the rapidly evolving tactics used in voice fraud, stating, “With one in 106 calls already showing signs of deepfake activity, threats like synthetic speech and agentic AI are rewriting the fraud playbook.”
The partnership leverages Pindrop technologies such as Pindrop Protect and Pindrop Passport, incorporating device recognition, “Phoneprinting,” and behavioral analytics to detect synthetic voices. When implemented into BT’s services, these tools offer real-time threat identification, often before a call reaches a human representative. This dual-layer protection accelerates customer authentication and reduces fraud-related losses, while streamlining integration into existing contact center systems, whether on-premise or in the cloud.
For sectors under strict regulations, including finance, healthcare, and government, these innovations provide a critical advantage. They allow enterprises to upgrade security infrastructures without extensive system overhauls, maintaining compliance and operational continuity.
As AI technology advances, defending against AI-driven threats requires equally sophisticated responses. Pindrop’s solution assesses thousands of acoustic and metadata indicators to discern genuine voices from synthetic forgeries. Integrated into BT’s security framework, it protects against AI mimicry, enhancing customer experiences with fewer security hurdles.
This collaboration signifies a shift in enterprise priorities, utilizing AI to fortify trust—a crucial asset in a digital-first ecosystem. Each second saved in call authentication and each thwarted fraudulent attempt contributes not only to financial health but also to maintaining customer loyalty.
BT and Pindrop exemplify efficient use of technology to create scalable trust solutions, aligning security with overarching digital transformation goals. As voice cloning technology advances, safeguarding authenticity in telecommunications becomes paramount. The partnership embodies a proactive approach to securing communication channels and preserving consumer trust.
BT Wholesale’s recent launch of Operator Connect via Microsoft AppSource further expands their ventures. By providing full PSTN calling through Teams, BT is capitalizing on a previously untapped market segment. The integration empowers organizations to activate and manage services readily, accelerating adoption and enhancing voice capabilities in a familiar digital ecosystem. For channel partners, it opens significant opportunities to deliver modern telephony solutions effectively.
