Ownership: A key driver for authenticating inbound calls

Posted on: January 29th, 2015 by Art Barger

Whatever the Caller ID or ANI says on any inbound call to your contact center, how do you know where that call is actually coming from? This is a question all call center managers ponder. Knowing the exact location of the calling device, whether it’s a mobile or landline telephone, can say a lot about the trustworthiness of the call.

The simple (and scary) truth is any incoming call can be coming from down the street or halfway around the world. The ability to validate the device’s real-time whereabouts is critical to making fast, accurate decisions that can better protect your call center environment and improve your customer experience.

Today, trusting the name on the Caller ID or ANI can threaten everything your call center is about – including the level of security, prompt customer service and operating costs. With sensitive customer data and spoofing tools highly accessible, criminals now have the tools to not only make it look like the call is coming directly from a customer’s phone, but they’re also ready to answer identity-interrogation questions that can defeat your telephone authentication process.

When it comes to reducing your risk of social engineering scams that can lead to fraud and other financial or operational setbacks, banks and enterprises cannot rely on knowledge-based authentication (KBA).

Ever since the Internet connected to the telephone network, crooks figured out a way to spoof calls without getting caught. With untrustworthy phone numbers and personal data no longer predictive for identifying callers, the key to validating customers without requiring prior information like sensitive customer data or voice prints, is ownership.

Ownership means that only one person can have a particular device – such as a key fob or telephone – at a time. By verifying the exact location of a device making the call, banks can understand the level of risk the call presents. The TRUSTID® Physical Caller Authentication solution takes that one step further – using real-time telephone network forensics to automatically pinpoint the precise location of the calling device before the call is answered. This gives businesses a jump on determining where the call should be routed. So, trusted devices can be immediately routed to call center agents, while high-risk or spoofed calls can be handled appropriately or removed from the telephone system, altogether.

By restoring ownership authentication to the phone channel, TRUSTID gives banks advanced intelligence on 100 percent of their inbound calls. Having this knowledge before the call is answered helps contact center managers make real-time, educated decisions that can effectively fight fraud, control operating costs and enhance customers’ banking experience.