CallVU chosen for call centre fingerprint solution
18 September 2018 19:39 GMT

CallVU has revealed that a large international credit card company has chosen its Digital Engagement to verify callers using the fingerprint recognition features on  their smartphones.

The firm noted that most customers who call a credit card company’s service lines authenticate themselves by providing personal information such as user name, ID or social security number, date of birth as well as answering a limited number of personal questions, such as “what is your mother’s maiden name?” Callers who cannot provide their password or answer the questions are diverted to a contact center agent. The agent then has to authenticate them using a series of personal identifiable information, such as account number, the name of their spouse, home address, etc.

Unfortunately, social engineering based on information easily found via social networks and Google searches makes it easy for criminals to obtain user names, passwords, and other personal data that was previously more difficult to access. With Internet-available information, criminals can easily trick an automated service or live agent into giving away more information and even performing financial transactions. In contrast, the use of advanced biometrics makes it nearly impossible to steal personal identification and ensures the highest level of data security.

“Customers of most financial services—banks, credit unions, investment services—expect the very best services they can get, at any hour of the day, via a friendly and secure interface,” said Ori Faran, Founder & CEO of CallVU. “With CallVU’s Digital Engagement solution, these customers get the service they need quickly with a wide range of self-service options that eliminate the need to wait on the line for an agent. Adding CallVU’s biometrics to the credit card holder’s self-service offering further simplifies customers’ access to advanced digital services while strengthening data security.”