Trustid - How It Works

TrustID’s Telephone Firewall^TM solution returns ANI and Caller ID to a reliable credential, a unique and near ubiquitous risk mitigation tool that is built into every telephonic identity authentication process.

Built on a SaaS infrastructure and delivered in a pre-integrated package, TrustID is comprised of three core elements:

• Real-time telephone network data, such as call progress, messages and tones, SS7 and SIP signaling, as well as digital signal processing
• Telephony reference databases, such as local number portability, numbering plans, carrier / line attributes and billing data and routing information
• Powerful analytics, including proprietary and customer-specific modeling and scoring analytics

• Call comes into enterprise contact center with a CallerID or ANI - as an “unvalidated identity claim”
• Caller ID and ANI data is sent to TrustID solution via XML web services during initial ring– before the call is answered
• Employing real-time network forensics* and advanced data analytics, TrustID renders the “claim” of Caller ID / ANI to a “trusted credential” - or - labels the tampered Caller ID /ANI “spoofed”
• Caller ID / ANI credentials are returned to the enterprise by TrustID within seconds, before the call is answered. TrustID sends confirmation of the call originating from a known physical location when a landline phone is used to place the call, or from a physical handset when a mobile phone is used to place the call. TrustID informs employees, agents and systems when to distrust a caller via signals on the telephone, IVR (interactive voice response), or computer screen.
• The enterprise can route the call, based on risk, to the appropriate operator or IVR option for answer
• Operator or IVR then takes optimized steps to profitably interact with the caller:
  • 6a) Answer call with the knowledge and confidence of knowing it’s a trustworthy credentialized customer, delivering a faster (lower cost) call, and enabling a better customer experience (less intrusive customer questioning) to build brand and drive revenue.
  • 6b) If a spoofed, potentially fraudulent transaction, the call can be effectively investigated with fewer resources and fraud loss can be mitigated.

TrustID’s response fields include:

• The validity of calling party number
• Telephone line type such as wireless, landline, VoIP, payphone
• Risk score for each call, created from modeled business rules customized for each customer, such as the fraud risk of callers using satellite-based mobile phones (higher than callers using a post-pay residential landline provisioned from established local exchange carriers)