TrustID – How It Works

The TrustID Network-Based Caller Authentication 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.

Delivered in a pre-integrated package, TrustID is comprised of three core elements:

• Real-time telephone network forensics
• Telephony reference carrier call-routing databases
• 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 an HTTPS POST during initial ring– before the call is answered
• Employing network-based automatic caller authentication, TrustID renders the “claim” of Caller ID / ANI to a “trusted credential“
• 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
• The enterprise can route the call, based on risk, to the appropriate operator or IVR option for answer
• IVR or agent 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) In a 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 as higher than callers using a post-pay residential landline provisioned from established local exchange carriers