How telephone forensics strengthens call center authentication

Posted on: February 27th, 2014 by Art Barger

For years, disaster recovery and business continuity has stood at the forefront of security and operational management. Having a plan in place to avert a business interruption or data breach is essential to reducing the impact if such an event would occur.

Today, it is generally accepted that security breaches are not a question of ‘if’ they will happen, but ‘when’ they will happen. To prepare for such an event, the article, “Forensic readiness – the new ‘business continuity’,” says that there has been a rise in importance of a third branch of readiness planning – forensic readiness. The ability to automatically access trusted and sufficient log data to identify when a breach has occurred can help organizations act swiftly to identify the problem and reduce the overall impact it has on your business. 

The same can be applied to the call center. Traditionally, contact centers have relied on knowledge-based authentication (KBA) solutions to identify customers and stop criminal activity. While interrogating customers over the telephone channel was once the fastest and most efficient way to ensure the authenticity of the call, relying on personally identifiable information, or PII-based, tools has become disruptive and costly to the customer experience, and poses a substantial risk to your business.

To quickly and effectively identify customers over the phone, authentication needs to go beyond manual processes such as asking callers challenge questions. Why? Because these fall right into the hands of today’s savvy criminals. Reliable call center authentication requires the ability to automate customer identification without interrupting the customer service process. 

Much like forensic readiness, telephone network forensics can strengthen a call center’s ability to quickly and effectively authenticate every inbound call, without disrupting the customer experience. By automating the process, it also eliminates what many experts say is the most vulnerable aspect of the authentication process — people.

The TRUSTID® Physical Caller Authentication solution uses real-time telephone network forensics to proactively validate the risk of the caller party number — pre-answer — so call center agents can focus on serving customers’ needs the moment they pick up, not put them through a tiresome examination and delay the problem or issue at hand. By rendering the claim of Caller ID and ANI to a trusted credential within seconds, TRUSTID enables contact centers to operate more efficiently and ensure the safety of its customers and confidential business information.