Call Center Authentication and Transaction Approval
Call center identity management requirements are very similar to the digital channels. Yet in many organizations, the call center operates different identity systems, which makes it harder to keep a consistent customer experience and a centralized view for fraud detection purposes across the organizations. Transmit can be leveraged during various call center identity-related journeys:
Your web applications can leverage the mobile device for primary authentication, secondary authentication, and transaction verifications. Imagine the following: a user accesses your web application from a laptop, desktop, or tablet, and an authentication request immediately shows up on the user’s mobile device. Using a fingerprint, face recognition, or just a simple swipe on the mobile device, the web application immediately logs the user in without the need to enter a password or any authentication details. Similarly, when the user makes a payment or performs any operation that requires secondary authentication, a message shows up on the user’s mobile device with an authentication request. Using a fingerprint, face, or voice, the user can approve the request and move on.
Authenticating users at the call center can be done using one or more techniques such as a call center PIN code, knowledge-based questions, or a one-time password sent to the user over SMS or email. Transmit supports all these techniques. In addition, authentication can be done using voice biometrics or by leveraging an app on the mobile device. If the user has the organization’s mobile app, the call center can send a push notification to the mobile app. The user then clicks the notification and authenticates in the app using any authentication technology, such as fingerprint scanning, face recognition, or voice recognition. Once successfully authenticated, the call center session continues. Integration with the mobile app can be done either at the IVR-level or when the user reaches a human representative. When done at the IVR, the IVR automatically identifies that the user has a registered mobile app and initiates the authentication process in the mobile app. Authenticating with the mobile app allows implementing a standardized authentication experience across channels. This experience can be expanded to other channels such as a branch, the web, and even an ATM for banks. The Transmit platform allows to easily orchestrate authentication techniques to offer the best and the most secure user experience. For example, the platform can be configured to choose between mobile app authentication, an OTP over SMS or email, or a knowledge-based question, based on risk and what the customer is trying to perform, on the authenticators the customer is registered to, or on customer preferences.
With Transmit, authorization in the call center can be done based on many different attributes, such as fraud indications on any other channel, the action the user is trying to perform, the level of authentication reached (for example whether the user authenticated with knowledge-based questions or biometrics), when the last call was made, and more.
Transmit can orchestrate any fraud system already in use. Transmit also includes built-in profiling capabilities that profile a user’s typical activity, such as common money recipients, normal activity days and hours, and normal money transfers. These risk indications can be orchestrated at run-time to enrich user authorization and to activate more-advanced authentication.