WHY CALLER VERIFY?
Caller Verify extends Okta MFA to your Call Center or IT Help Desk, allowing you to quickly and security verify callers and eliminate the use of annoying and weak security questions. With Caller Verify, you can enhance your callers' experience, eliminate call center fraud risk with NIST compliant verification, reduce your average handle time to verify callers, and provide a unified verification experience across all channels.
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CALLER VERIFY OUTCOMES
Your caller security can be as easy as 1, 2, 3. Caller Verify helps you improve caller experience by cutting out easy to guess questions and ensuring that they have a seamless and secure experience with one of our several verification options. Extend Okta to the call center and improve call center experience and security. Caller Verify will ensure reduced time spent verifying callers and more time helping them instead!
Caller Verify can be implemented into an existing Okta instance in less than a day; making it a new and exciting way to ensure customer safety and security, all while creating a greater ease of use and reducing call times. With Caller Verify we can provide a unified caller experience across web, mobile, and call center! Book a demo today to experience what Caller Verify can do for you!
User Experience
Enhance your customers experience with a simple one touch verification, providing your customers with the user experience they deserve. Reduce verification friction and help your customers with their needs faster than ever.
Risk Management
Through multi-factor authentication your customers information is protected. Ensure compliance with the CRTC regulations by verifying your customers before they port phone numbers.
Call Center Experience
Provide your customers with a simple experience when contacting your IVR and reduce average handle time by verifying callers in less than 30 seconds.
Unified Verification
Your brand is built on consistency and enhanced by security. Create one familiar unified experience across online, mobile AND the Call center!
CALLER VERIFY PROCESS
FACTORS OF CALL CENTER VERIFICATION
Knowledge based authenticators like security questions are specifically called out as being insecure by the U.S. National Institute of Standards and Technology (NIST). Be compliant by implementing a secure factor of authentication such as a push notification to a cell phone application.
COMPLIANCE
Caller verification software is essential for compliance with various regulations such as HIPAA, PCI DSS, and GDPR. Here are some facts and specific clauses that support this statement:
HIPAA: The Health Insurance Portability and Accountability Act (HIPAA) requires covered entities to implement reasonable and appropriate administrative, technical, and physical safeguards to protect the confidentiality, integrity, and availability of electronic protected health information (ePHI). One of the technical safeguards required by HIPAA is access control, which includes implementing unique user identification, emergency access procedures, and automatic logoff. Caller verification software can help covered entities comply with the access control requirement by verifying the identity of callers before granting access to ePHI. HIPAA Security Rule, 45 CFR § 164.308(a)(1)(ii)(D).
PCI DSS: The Payment Card Industry Data Security Standard (PCI DSS) requires entities that accept, process, transmit, or store payment card data to implement various security controls to protect cardholder data. One of the requirements under PCI DSS is to restrict access to cardholder data by business need-to-know. Caller verification software can help entities comply with this requirement by verifying the identity of callers before granting access to payment card data. PCI DSS Requirement 7.1.
GDPR: The General Data Protection Regulation (GDPR) requires controllers to implement appropriate technical and organizational measures to ensure a level of security appropriate to the risk. One of the security measures recommended by the GDPR is two-factor authentication, which requires at least two independent factors to verify the identity of a user. Caller verification software can provide a second factor of authentication by verifying the identity of callers before granting access to personal data. GDPR Article 32.
NIST: The National Institute of Standards and Technology specifically calls out knowledge-based authenticators as being insufficient. This means that call centers and help desks using security questions to verify callers are not NIST complaint. Caller Verify opens up all the factors Okta supports including high assurance factors like push notifications an TOTP codes.