This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.
Journey: Why You Need to Know This CX Identity Innovator: Page 2 of 2
1. After receiving a call, the contact center sends a notification to the caller’s mobile device asking the caller to log into the bank’s mobile app on the phone. Logging into the app using facial recognition provides one in a million accuracy; the bank could also use more complex back-end facial recognition provided by a third party that would provide one in a billion accuracy.
2. The caller is authenticated in a couple of seconds and the bank can send a message via the secure Journey orchestration layer telling the caller that they’ve been verified and sharing the name of the agent to whom they’re talking.
3. The bank may require additional verification information, such as the account holder’s address, date of birth, or SSN. Rather than sharing this private information with the agent, the caller enters it into the mobile app. The data is sent through Journey’s orchestration cloud to the bank’s back-end systems for validation.
4. Once the account holder has authenticated, following the bank’s rules and protocols, Journey sends a signed, digital certificate to both the call center software on the agent desktop and to the user’s mobile device. This certificate is proof that the person has properly authenticated. If the call is passed to another agent, this certificate flows with the call so that the new agent knows the user has already authenticated, simplifying identity authentication even during call transfers.
- It can reduce or eliminate the scope for compliance for PCI, HIPAA, GDPR, and CCPA.
- The underlying privacy and security-related details bypass the contact center stack entirely.
- It eliminates or reduces the need to prohibit cell phones in the contact center, delete call recordings, mask out sections of agent dashboards, and rely on “secure IVR.” In addition, it allows agents to work at home because an “evil person” looking over the agent’s shoulder will never see or hear any useable confidential information.