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Avaya Staff
Every interaction and transaction that goes through a customer service center (paying a bill, booking a flight, applying for a loan) requires identity authentication. Many security measures exist, like Knowledge-based Authentication (answering specific security questions), liveness detection (verifying the accuracy of a fingerprint or other form of biometrics), and masking and purging (obscuring and then eliminating verification data), but they no longer cut it in a world of relentless and ever-so-clever data hacking.
There are also security considerations from an internal standpoint. How can contact centers verify that the right people are viewing sensitive customer data, and just how much of that data should be viewable? Case in point: last year Instacart, online grocery delivery, and pickup service disclosed a security incident caused by two employees who gained access to shopping profiles. Not long before that, hackers put up for sale the details of almost 300,000 Instacart accounts on the dark web marketplace.
We’re living in a new world of hacking that requires a new level of security and identity authentication. The answer is Identity-centered Security. Unlike older, existing tactics that aim to verify someone by proving what they know (a.k.a. knowledge-based authentication), Identity-centered security aims to prove who a person is – something hackers can’t replicate. This is done by leveraging the sensors on a user’s phone, laptop, or another connected device (i.e., location services, cameras, keyboards, QR code scanning).
Identity-centered security can be done a heck of a lot faster, with far greater accuracy, and (to customers’ and employees’ delight) doesn’t have to be repeated across different touchpoints. A groundbreaking innovation in cryptography called the “Zero-Knowledge Proof” also allows contact centers to verify information without revealing the actual data to the other party (a.k.a. the employee/ agent). It’s an incredible advancement in contact center biometrics and identity authentication, being led by innovators like Avaya and Journey.
The benefits of Identity-centered Security are proven: savings of as much as $3 per call by minimizing verification time, savings associated with increased fraud prevention in the contact center, greater customer satisfaction (and quicker time to sell) with the ability to create a biometric template for customers to reauthenticate against in the future, and greater employee satisfaction and retention with fewer security headaches and hassles.
Trying to build a business case or not sure if you’re ready to move forward? Consider these qualifying questions:
Ready to get started? Consider these three simple steps:
Interested in learning more? Email me to schedule a Complimentary Discovery Workshop with Avaya and Journey experts to discuss your challenges and risk factors, identify compelling use cases, and help you determine what you can gain in efficiency and customer experience and save on costs.