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
  1. Call comes into enterprise contact center with a CallerID or ANI – as an “unvalidated identity claim”
  2. Caller ID and ANI data is sent to TRUSTID solution via an HTTPS POST during initial ring– before the call is answered
  3. Employing network-based automatic caller authentication, TRUSTID renders the “claim” of Caller ID / ANI to a “trusted credential“
  4. 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
  5. The enterprise can route the call, based on risk, to the appropriate operator or IVR option for answer
  6. 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 credentialed 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
  • Intentionally spoofed call indicator
  • 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
  • Thirty call attributes including telephone line type such as wireless, landline, VoIP and payphone

Since it is now commonly sold by criminals, personal information for identity authentication is no longer the single solution to identity resolution. The value of knowing reliably that a customer is calling from their phone is far better security than knowing the last four digits of someone’s SSN’’

VP of Card Fraud
Large International Bank

Offshore agents are highly vulnerable to fraud schemes and social engineering. TRUSTID’s solution enables informed routing decisions, optimizing agent cost reduction programs.’’

CISO
Top 10 Global Bank

Authentication without caller involvement materially improves the customer experience, especially for ‘premier accounts.’ TRUSTID will greatly assist with not only customer service, but also with board level compliance issues.’’

CISO
Top 10 Global Bank