Banking
Problem
After implementing Okta Multifactor Authentication for their online and mobile banking customers, the bank discovered that fraudsters targeted the weakest link: the bank’s customer contact center. The fraudsters would research a bank customer's security questions on social media, then call in and impersonate the real customer to request password and MFA resets. Once they obtained the password and MFA resets, the fraudsters would log on to the customer’s online banking account and drain their funds.
Solution
The bank implemented Caller Verify to securely confirm the identity of customers calling in. They integrated it with their SIEM system to alert the fraud investigation department if a caller failed verification, providing metrics on how many potentially fraudulent calls were prevented. Additionally, the verification time for calls was reduced by nearly 2 minutes, which customers appreciated. Call center agents also reported higher job satisfaction and lower turnover, as they no longer had to deal with frustrated customers struggling to answer security questions.
Check our product application in other sectors
See how our solution is put into practice
Professional services
Software
Healthcare
Ready to stand up to impersonators?
We’re eager to share our clients' success stories and demonstrate how preventing social engineering attacks at the help desk can benefit your business—because everyone deserves top-tier cybersecurity.