The value of passive telephone authentication

Posted on: October 22nd, 2015 by Art Barger

Banking customers can appreciate when contact center agents take the initiative to resolve their issues. In fact, they don’t even mind a few questions if they will help solve their problems faster and send them on their way. But when it comes to caller verification, customers would prefer to skip the personal questions, altogether. That’s because lengthy telephone interrogations are frustrating, and interrupt the telephone banking experience.

Instead of putting callers through cumbersome knowledge-based authentication (KBA) processes, contact centers are turning to passive authentication technologies to identify customers behind the scenes.

The BankInfoSecurity webinar, “Passive, Multi-Factor Authentication for Faster Customer Verification and Stronger Fraud Detection,” highlights some of the reasons why identifying customers in the background of a call is an emerging trend with next generation contact centers. Here’s why:

  • Fraudsters can successfully answer questions using stolen customer records from cyber breaches
  • Customers are unhappy spending the extra 45 seconds to answer challenge questions
  • Security questions frustrate customers more than fraudsters
  • Passive authentication identifies callers in the background of a call without disrupting the user experience

At TRUSTID, it’s been clear to us for some time that KBA methods are no longer predictive, efficient or cost-effective for caller identification. Today, contact centers need an authentication tool that proactively validates callers without relying on sensitive customer information. Caller identification solutions like the TRUSTID® Physical Caller Authentication allows financial institutions to instantly identify customers without them knowing.

We accomplish this through advanced telephone network forensics. By invisibly validating every call before it is answered, we remain passive to customers for the duration of the call. In other words, they are unaware that the authentication process is even taking place. And unlike voice biometrics, which identify customers seconds into the call (mid-call), we identify callers while the phone is still ringing (pre-call).

The value of validating customers pre-call enables contact centers to act on each inbound call in based on a real-time result. Good callers are automatically routed to the appropriate operator, who immediately begins to address their needs. Verified spoofed calls, on the other hand, are removed from the system, altogether. This way bad guys don’t have the opportunity to socially engineer call center agents, who remain out of reach to criminals.

By combining speed with passive multi-factor authentication, call centers remove the risk of fraud while eliminating costly and frustrating telephone interrogations. This way banks can get back to asking the questions customers want to hear.