Authentify brings voice biometrics to mobile app
11 March 2015 15:02 GMT

The SecureCallCenter functionality provides a one-touch connection to an institution's call center

Contact centre fraud solutions provider Authentify  has announced that its SecureCallCenter tool will be available through mobile apps to help prevent fraud by imposters and protect call center representatives from social engineering attempts.

The new SecureCallCenter application assists mobile app users who wish to speak to a call center representative. To do so, a user logs into their copy of the institution's mobile app. The end user then taps a call center button, which triggers Authentify xFA's biometric authentication sequence.

"The SecureCallCenter functionality provides a one-touch connection to an institution's call center," said Alan Dundas, Authentify's vice president of Product Architecture.

"As financial services customers migrate to using mobile channels as the primary connection to their accounts, reusing the authentication from the mobile app across a different contact channel makes a great deal of sense."

Authentify’s multi-factor authentication involves synchronizing a user's web session with an automated telephone call, which the firm says makes undeniable contact with the person behind the computer while capturing transaction details for audit purposes.

"This is a unique combination of security features where digital certificates, voice biometrics and a fingerprint could be coupled for authenticating an inbound call," said Dundas. "There are 60,000 customer service representatives employed across just the top 20 call centers in the U.S. The majority of them are operated by financial services. If you saved each representative only five minutes a day on authentication tasks, that translates to 250,000 employee hours per week. The ROI is easy to measure."