Contact Us

TechCrunch reporter Ingrid Lunden covered the news of our $100 million funding round led by Apax Digital in an exclusive last week.

“As an increasing number of daily and essential services move to digital platforms — a trend that’s had a massive fillip in the last few months — having efficient but effective ways to verify that people are who they say they are online is becoming ever more important,” Lunden writes. “Now, a startup called Payfone, which has built a B2B2C platform to identify and verify people using data (but no personal data) gleaned from your mobile phone, has raised $100 million to expand its business.”

Lunden also notes that the market for authentication and verification services is projected to grow to $12.8 billion by 2024, according to MarketsandMarkets. She goes on to explain that while “there seems to be an almost infinite amount of variations, approaches and companies offering services to carry out the work… there’s also a push to develop more seamless and user-friendly, and essentially invisible, approaches, and that’s where Payfone sits.”

Lunden also highlights that Payfone’s commitment to and focus on protecting users and their data privacy has been a differentiator and has helped it stand out to investors.

Read the full article at TechCrunch

Investment Will Accelerate Privacy-First Customer Identity Platform with Strategic Acquisitions

New York NY, June 18, 2020Payfone announced it has raised $100 million to acquire strategic assets, further strengthen its machine learning capabilities, and build a cross-industry consortium to secure digital transactions and experiences. The investment was led by funds advised by Apax Digital, the growth equity team of Apax Partners.

Payfone is setting a new standard for digital identity verification and authentication. Its customer identity platform enables the world’s largest financial institutions, healthcare organizations and technology companies to bring speed and security to their onboarding, digital servicing and call center processes.

Payfone’s authentication solutions, including its unique Trust Score™ tool, are built on ten years of proprietary phone intelligence that enable Payfone to anonymously measure a phone number’s reputation and risk with real-time processing of behavioral signals. Payfone’s platform instantly detects burner phones, spoofed calls, real-time SIM swap fraud, and synthetic identities, while removing friction from legitimate transactions. Payfone also provides call verification solutions that run passively in the background of a phone call, allowing faster issue resolution.

Rodger Desai, CEO of Payfone, said, “The mobile phone is rapidly becoming the secure passport for navigating our digital lives. With one in three US consumers already authenticated by Payfone, this investment accelerates our ability to set the standard for the authentication process. As we build out a cross-industry consortium, more enterprises will be able to access Payfone’s real-time fraud and risk signals to prevent account takeovers while passing more transactions.”

Daniel O’Keefe, Managing Partner of Apax Digital said, “Identity is the key enabling technology for the next generation of digital businesses. Payfone’s Trust Score™ is core to the real-time decisioning that enterprises need in order to drive revenue while thwarting fraud and protecting privacy.”

Zach Fuchs, Principal of Apax Digital added, “Payfone’s technology enables frictionless customer experience, while curbing the mounting operating expense caused by manual review.” Concurrent with the investment, Mr. O’Keefe and Mr. Fuchs will join Payfone’s board of directors.

Joining the investment round are new investors Sandbox Insurtech Ventures and Ralph de la Vega, the former Vice Chairman of AT&T. Existing investors MassMutual Ventures, Synchrony, Blue Venture Fund, Wellington Management LLP, and former CEO of LexisNexis Andrew Prozes also participated.

For more information about Payfone’s suite of identity verification and authentication solutions, visit payfone.com.

 

About Payfone

Payfone is a rapidly growing software and data analytics company based in New York. Payfone’s customer identity platform secures the digital experiences of the banking, insurance, telecommunication, retail, and healthcare industries. Its patented Trust Score™ enables enterprises to pass more digital transactions while thwarting fraud attacks. For the latest updates follow us at https://www.linkedin.com/company/payfone.

About Apax Digital 

The Apax Digital Fund specializes in growth equity and buyout investments in high-growth enterprise software, consumer internet, and technology-enabled services companies worldwide. The Apax Digital team leverages Apax Partners’ deep tech investing expertise, global platform, and specialized operating experts, to enable technology companies and their management teams to accelerate the achievement of their full potential. Over its more than 40-year history, Apax Partners has raised and advised funds with aggregate commitments of over $50 billion. These funds provide long-term equity financing to build and strengthen world-class companies. For more information see: www.apax.com

 

Media Contacts:

For Payfone

Emily Riley | +1 914-330-1128 | pr@payfone.com

 

For Apax Digital

USA Media: Todd Fogarty, Kekst CNC | +1 212-521-4854 | todd.fogarty@kekstcnc.com

UK Media: Matthew Goodman / James Madsen, Greenbrook | +44 20 7952 2000 | apax@greenbrookpr.com

 

The longer your customers have to wait in your call center, the worse their customer experience is going to be. At the same time, long identity verification processes rack up opex (~$3.60 per call). This means that your pass rate (the percentage of your customers that can be greenlighted or ‘passed’ without friction) could mean the difference between boosting a customer’s satisfaction and losing them to a competitor. The big question is which technologies to invest in to ensure that your customers are able to get through to you quickly and with the best customer experience.

 

It is well established that through ANI matching, customers’ identities can be verified  and matched with the appropriate record before being routed to the right teams. This process can be spotty at best, primarily because some records may be missing phone numbers, and ANI match rates can be affected. But when done well, ANI matching can reduce call handle times significantly by reducing the need for a customer to answer KBA/security questions, and in many cases, can contain that customer in the IVR so that they can self-service and avoid speaking with a human agent completely.

 

If increasing your ANI match rate in order to decrease your call wait times is a priority for your company, here are 3 best practices for the call center when it comes to reducing your call wait times:

 

  1. Have additional authoritative sources that help augment or fill in missing gaps in your customer records so that you don’t force them to go through extra steps to verify who they are.
  2. Have a mindset of reducing opex without sacrificing the customer experience: this means placing technology in the experience prior to an agent ever picking the phone to ensure that you have the proper information to match a customer and give them an enhanced experience. By reducing security questions, you can also reduce call wait times, and the amount of time that a human agent needs to spend speaking with a customer – which, in turn, cuts opex (approximately $3.60 per call).
  3. Understand your industry and your customers. Whether you’re a Tier-1 bank or financial institution, a telehealth service, or any company that utilizes customer service channels to interact with customers in large volumes, it helps to think from the customer’s perspective. They have the choice to pick any phone number to call in from – whether it is their mobile phone or their landline. You need to be prepared to offer them the same experience with either phone number. Complete data sources that ensure as much coverage as possible will enable them to pass through your system with the highest pass rate possible.

 

Think: Thorough, complete, accurate: the three pillars of ANI matching. Does your call center experience employ these best practices to reduce call wait times?

Click here for more information on our Exact Number solution that cuts call wait times with minimal IT resources needed.

The technology has already been adopted by one of the world’s largest banks based within the UK as a way to meet government regulations whilst also enhancing the customer experience.

London UK, April 30, 2020 – Payfone, a global leader in identity verification and authentication, is pleased to announce its award-winning convenient and secure solution, Mobile Authentication, is now protecting UK financial institutions and their customers.

Mobile Authentication provides a convenient and secure alternative to the use of SMS one-time passcodes (OTPs) during customer on-boarding, login and two-factor authentication. The technology is particularly relevant for PSD2 SCA (Strong Customer Authentication), where SMS OTP is used today. The technology has already been adopted by one of the world’s largest banks based in the UK, offering numerous benefits to the financial services community. Notable highlights include:

  • Significantly improved customer experience over traditional SMS OTP.
  • Complete ease-of-use with no software required on the device.
  • Stops SMS forwarding and OTP interception.
  • Reduced exposure to social engineering as no OTP is passed to the consumer.
  • Real-time authentication, ensuring no time is lost.

Identity verification and authentication solutions work best when they function across a large percentage of the population. Payfone’s Mobile Authentication is the first solution addressing those challenges within the UK, directly utilising the biggest four UK mobile operators. The technology’s ability to operate directly with the underlying mobile networks provides enormous opportunities for both scale and inclusion, ensuring a completely secure experience for all customers.

“Our direct connection with UK mobile operators creates propositions that truly change the way consumers can authenticate online and on their phones. Payfone’s technology offers instant and invisible identity authentication that is faster, safer, and easier to use than traditional methods such as passwords, security questions and SMS one-time passcodes,” said Keiron Dalton, VP at Payfone.

“SMS OTP is a viable option for step-up authentication, particularly when secured using Payfone’s SIM swap protection. However, market demands placed on financial institutions in the UK are particularly acute, leading to a clamour of activity as these institutions search for what’s next in terms of authentication. Payfone’s Phone Intelligence-based Mobile Authentication is providing a game-changing experience for the consumer whilst increasing levels of security.

“Mobile Authentication has already seen huge success in the US, and having this now available for the UK market reinforces our unwavering commitment to providing our customers with the necessary solutions needed to secure their digital identity without compromise,” Dalton concluded.

UK enterprises interested in Payfone’s frictionless identity authentication solution can learn more here: https://info.payfone.com/psd2-sca-uk-mobile-authentication.

About Payfone
Payfone’s award-winning Phone Intelligence technology replaces traditional identity verification processes such as easy-to-forget passwords, cumbersome security questions, and clumsy SMS OTPs with a solution that is both more secure and easier for end-users. Through Phone Intelligence and its patented Trust Score™, Payfone is able to verify consumers’ identities in an instant, invisible, and inclusive way across mobile, web, and call centre interactions. Payfone serves a significant number of US, UK and global financial institutions, as well as leading healthcare, insurance, technology and retail companies. Learn more at payfone.com and linkedin.com/company/payfone.

Press contact:
Nick Bird
Email: pr@payfone.com

Digital Identity Technology Company Achieves Dramatic Growth with Innovative Offerings

 

New York, April 9, 2020 – Payfone, a leader in identity verification and authentication, announced today that the Financial Times has named the company in the top 500 of The Americas’ Fastest Growing Companies 2020. This is the first time FT is publishing this list for The Americas, which is focused on companies that offer impressive innovation and growth in the region. 

 

“The inaugural FT Americas ranking comes at a perilous and uncertain time for many companies, as the coronavirus severely curtails economies, workforces and ultimately growth,” said Maxine Kelly, Commissioning Editor, Special Reports at Financial Times. “Yet the ranking also highlights 500 businesses across the continent for whom innovation and creativity have paid off — attributes that will underpin resilience and enable many of them to thrive once the worst effects of the pandemic are behind them.”

 

Payfone, which helps its enterprise clients to secure and streamline their customer journeys through Phone Intelligence-based identity verification, ranked #4 among companies in its category and #127 overall on the list of 500 companies. The global company, which experienced 596-percent growth from 2015 to 2018, attributes its rapid growth rate to its unique technology and patents, which enable companies to solve a number of challenges across mobile, web, and call center channels. Two examples that are particularly relevant today are the company’s call center ANI match technology, which significantly reduces call wait times, and its  telehealth optimization solution, which helps telemedicine companies to accelerate sign-ups and logins for new and returning healthcare consumers while improving their privacy and security. 

 

Although the award focuses on the Americas, Payfone’s international solutions, such as its anti-SIM swap fraud and PSD2 SCA technologies, which are available in the United Kingdom and other European countries, were a major factor in driving its global growth. 

 

“It is an honor to be recognized for our growth and innovation in the Financial Times’ inaugural list for the Americas,” said Rodger Desai, CEO of Payfone. “As digital and phone transactions surge, the need for fast and secure identity verification has become even more vital. We are committed to helping companies prioritize and accelerate their plans to optimize their online and call center experiences to offer their customers the best possible service, even in challenging times.”

 

The Americas’ Fastest Growing Companies 2020 is a joint project by the Financial Times and Statista. The results were achieved by conducting months of research, public calls, intensive database research and directly contacting tens of thousands of companies. The final list recognizes the Top 500 companies in the Americas that have achieved the highest compound annual growth in revenues between 2015 and 2018.

 

About Payfone
Payfone’s award-winning Phone Intelligence technology replaces traditional identity verification processes such as easy-to-forget passwords, cumbersome security questions, and clumsy SMS OTPs with a solution that is both more secure and easier for end-users. Through Phone Intelligence and its patented Trust Score™, Payfone is able to verify consumers’ identities in an instant, invisible, and inclusive way across mobile, web, and call center interactions. Payfone serves the majority of US financial institutions, and leading healthcare, insurance, technology and retail companies. Learn more at payfone.com and linkedin.com/company/payfone.

 

Press Contact:

Emily Riley
eriley@witstrategy.com
914-330-1128

Heading to Washington, D.C. for Health Datapalooza 2020? Join our VP of Healthcare Strategy, Mike Bechtel, as he takes the stage to share insights about how healthcare organizations can increase contactability and engagement in a HIPAA-compliant, privacy-first manner through Payfone’s tokenized identity solutions.

Talk info:
HDP Rapid Fire: Ensuring Data Privacy and Security
Session: Stop the Tug of War between Delivering Great Member Experiences, Privacy and Security
Speaker: Mike Bechtel, MHSA, FACHE, Payfone
Date: Tuesday, February 11, 2020
Time: 12:45-2:00pm
Location: Marriott Marquis, Washington, D.C.

Interested in learning how you can boost engagement with your healthcare consumers in a private way that enhances their experiences? Use the form below to set up a meeting with us at the show.



Here’s how SIM swap fraud works and how the top US banks prevent SIM swap fraud today:

(1) Attacker SIM swaps victim and takes over their phone number (Read here how that is done ->)
(2) Attacker initiates “Forgot Password” flow at victim’s bank

At this point, the bank has a decision to make: every year millions of their customers actually do forget their password and need help. These processes are now automated so that call centers can focus on higher value services for customers. But of course, the OPEX savings and better customer experience don’t outweigh heavy fraud losses due to SIM swaps. So what do the Tier 1 banks do?

(3) The bank pings Payfone’s patented SIM swap technology, and in real time, Payfone is able to tell the bank whether a SIM swap has occurred in the last few hours. Payfone does this by checking the “born on date” of the SIM. If the SIM was recently changed (via a port-out or device swap) then the born-date would be a smoking gun.*

* The likelihood of a high-risk event such as password reset happening at the same time as a SIM change warrants further vetting, so the bank does not send an SMS with a password reset code to the customer/possible fraudster, and instead steps up the transaction.

Simple and powerful, Payfone protects the leading banks, insurers, fintechs and cryptocurrency wallets from SIM swap attacks in real-time for over 100M US consumers. In a recent case, a Tier 1 US bank saw SIM swap fraud drop significantly in real-time after launching Payfone.

We also recently expanded this capability to UK banks as part of a global roll-out.

To learn more about how your business can join other industry leaders in protecting your customers against SIM swap fraud, request a free consultation below.



Deloitte today celebrated the 25th anniversary and release of its “North America Technology Fast 500,” an annual ranking of the fastest-growing North American companies in the technology, media, telecommunications, life sciences, and energy tech sectors.

Technology Fast 500 awardees are selected based on percentage fiscal year revenue growth from 2015 to 2018. Over the past quarter century, the Fast 500 program has honored nearly 6,000 companies across North America.

For more information, see the full press release here >

During the last week of October, Payfone was onstage multiple times at Money 2020, one of the largest conferences where the financial services industry congregates to connect and create the future of money. During the event, we had a chance to engage with our customers, meet with partners and new prospects, and take part in key industry conversations. Payfone’s CEO, Rodger Desai spoke with industry leaders in two fireside chats about relevant topics – the customer experience, Pass Rates and Trust Scores.

Rodger joined Carol Juel, Synchrony’s EVP and CIO, to discuss the merging of physical and digital worlds to ensure fast and easy payments and the new ways the transformation of the payments industry will have on consumers and businesses. The discussion revolved around how trust is at the core of delivering fast, easy and secure customer experiences and the importance of pass rates. During this chat, Carol referenced Synchrony’s partnership with Payfone with complimentary shout-outs “Payfone is a shining example of how work gets done” and “the opportunity to work with Payfone brings trust to another level.”  Thank you, Carol!

Rodger was joined onstage for a fireside chat with Mastercard’s Rob Carter, Director, Product Development & Innovation, Cyber & Intelligence Solutions, about “The Trust Gap” whereby approval rates of card not present transactions are 25% lower than card present transactions. The discussion revolved around this phenomenon that hinders the customer experience, stunts revenue and increases operating costs. Practices that enterprises can follow to reverse this Trust Gap were discussed.

To learn more about how to close the Trust Gap and leverage the Trust Score™, please visit: 

https://info.payfone.com/create-digital-trust-with-identity-verification

PayPal Holdings Inc. and Synchrony Financial have been sparing about the details of a new credit card they plan to issue for PayPal’s Venmo peer-to-peer payment service, but on Monday a top Synchrony executive said the partners are counting on a key characteristic of Venmo to help market the new card.

For more information, see the full press release here >