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Call Centres Moving from Knowledge-Based Authentication to Multi-Factor Authentication

Call centre lady verifying customers' identity

This year saw a lot of movement in the call centre authentication space with biometric authentication such as voice biometric becoming a more prominent solution for call centre authentication and fraud detection. Notably, call centres are beginning to replace knowledge-based authentication process with multifactor authentication to better protect against fraud. A recent survey shows that around 17% of contact centre security decision makers plan to replace knowledge-based authentication with multifactor authentication. This is an increase of 9% from 2018. The growth in multifactor authentication is influenced by the alarming numbers of account takeover (ATO) attacks taking place in telephony channels. The survey also shows that 51% of financial services respondents believe that telephony channels are a top threat for ATOs with 46% being unhappy with the current authentication methods used today.

To solve this issue and counter fraudulent activity, organisations can implement voice biometrics into their call centres. Auraya’s EVA for Amazon Connect is a voice biometric extension built for cloud-based call centres based on Amazon Connect. EVA uses AWS CloudFormation tools for easy and frictionless deployment so that organisations can start utilising the benefits of voice identification and voice verification in their call centres within a day. Additionally, organisations can customise their applications using the standard Amazon Connect orchestration resources to modify call flows, functionality, business rules, reporting and agent screen displays. This means that organisations can even verify callers’ identity during the IVR so that agents don’t waste their time authenticating callers. This is a great incentive as the survey shows that 54% of respondents prefer that the authentication process occurs before the call is answered.

Additionally, EVA for Amazon Connect works flawlessly with multi-factor authentication. Firstly, EVA utilises Auraya’s next generation ArmorVox engine to enrol and verify voiceprints. These voiceprints are then linked to a second factor of identification. This second factor can either be a calling line identification (CLID), mobile phone, account number and so on. This means that even if a caller is calling from someone else’s mobile phone or states someone else’s account number, they will not be successfully verified unless their voiceprint is successfully matched with the one that is tied to these identifiers and stored in the organisation’s database.

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