Think you have to overhaul your existing telephone environment to get the operational and security outcomes you desire? While it’s important to update your authentication processes to keep up with changing threats to your contact center, it doesn’t mean you have to completely rebuild your entire enterprise.
Over the years, call centers have invested heavily in infrastructure to improve the efficiency and security of their telephone channels. But as social engineering threats change the game, businesses have to modify their strategies to thwart new threats and evolving operating challenges. Sure, reinvesting in infrastructure is one way to stay up-to-date, but it can also shorten the lifespan of your financial investments.
Software as a service tools are different. Instead of replacing existing infrastructure, they work with current frameworks to improve the productivity and performance of your call center environments.
As a caller authentication solution, the TRUSTID® Physical Caller Authentication tool integrates right into your system. No additional capital investment is required. With a simple, low-cost lightweight implementation, banks can add a critical extra layer of protection that helps lower their operating expenses and optimizes their IT resources.
When fully deployed, no extra training is needed. As inbound calls are ringing, TRUSTID’s advanced telephone network forensics automatically validates the exact physical location of the calling device to determine the level of risk to your business. Based on the bank’s fraud threshold, contact centers can take real-time action on each call as it’s still ringing. Identified spoofed calls can be blocked or routed to forewarned staff, while trustworthy calls can be routed to the appropriate IVR or live operator.
By instantly and invisibly authenticating calls before the phone is picked up, TRUSTID provides more value to customers, who are served faster within a more secured environment. Customers also feel trusted because they aren’t put through tiresome telephone interrogations to prove they are who they say they are. This process is still required by knowledge-based authentication (KBA) solutions, which are no longer predictive and increase operating expenses.
With proactive authentication solutions helping validate good customers and stopping criminals earlier in the process, contact centers are less susceptible to social engineering scams or other unnecessary customer identification processes that can damage the profitable customer-bank relationship.
In the end, deploying automated authentication tools like TRUSTID to improve call center security and efficiency allows banks and businesses to expand the life of their existing infrastructure, resulting in a greater return on their investments.