Neustar®, Inc., a trusted, neutral provider of real-time information services, today announced it has entered into a definitive agreement to acquire TRUSTID, the leading provider of caller authentication and fraud prevention systems for contact centers. Founded in 2007, TRUSTID is a high-growth market leader that works with leading financial institutions and other enterprises to authenticate callers, protect account access, prevent fraud or comply with regulations. The acquisition immediately enriches Neustar’s Risk portfolio by adding additional inbound call engagement solutions to its market leading outbound call engagement products and solutions.
“Bringing TRUSTID’s capabilities together with Neustar instantly addresses the most pressing challenges facing contact center executives today – maintaining customer trust, delivering a personalized customer experience, reducing operating costs, and minimizing risk,” said Neustar VP and GM, Risk Solutions, Robert McKay. “Our combined authentication capabilities will enable enterprises to know who is on the other end of the phone, quickly and accurately. We are delighted to welcome TRUSTID to the Neustar team and look forward to a seamless transition and a smooth customer experience.”
TRUSTID’s suite of software-as-a-service products and services enable contact centers to automatically authenticate callers before their calls are answered using a patented approach that maximizes contact center efficiency, mitigates fraud and optimizes the customer experience. These services strategically complement Neustar’s Risk Solutions, which are designed to thwart fraud in outbound communications and prevent inbound call manipulation. The company’s Operational Intelligence solutions elevate the effectiveness of inbound and outbound customer support operations with continuously updated and enhanced CRM records, advanced outbound dialing strategies and the ability to identify inbound customers.
“The combination of the two companies is a major win for TRUSTID customers,” said TRUSTID CEO Patrick Cox. “Neustar’s powerful identity data joined with TRUSTID’s market leading authentication system will drive further efficiency within call centers by increasing the precision for risk stratification of non-authenticated inbound calls. Our combined solutions will improve the customer experience, increase authentication rates, and remove additional friction through improved caller matching to existing CRM records using Neustar’s AccountLink.”
Longer term, TRUSTID’s authentication technology will be extended to outbound calling use cases, further enriching Neustar’s existing solutions that boost customer contact rates and engagement. These products will all be part of the broad Neustar Risk Solutions portfolio that leverages OneIDTM, the company’s unique, accurate and real-time identity system.
“Our Risk business is a strategic priority for Neustar’s growth and this transaction represents a significant investment to deliver a broader solution set and enrich future capabilities,” said Neustar President and CEO, Charlie Gottdiener. “By combining our solutions with TRUSTID, we will deliver more value to our customers, further enhance our market leadership and welcome new employees with significant subject matter expertise and industry knowledge.”