TRUSTID, a Neustar Company, Partners with Avtex
MAY 21, 2019 – STERLING, Va. – TRUSTID, Inc., a Neustar company, today announced that it has joined forces with Avtex, a Customer Experience (CX) solutions provider with a rich history as a Genesys Gold Partner. Avtex will be a reseller of TRUSTID’s automated authentication solution, AUTHENTICATOR, as part of its SmartTrack application.
Avtex delivers customer experience technology solutions and provides enhanced applications that help clients improve member or customer experience and, together with TRUSTID, instill consumer confidences by detecting and preventing contact center fraud. Avtex has integrated TRUSTID’s flagship AUTHENTICATOR product into its SmartTrack application, a fraud detection and prevention solution for call centers that thwarts fraudsters from attempting account takeovers.
With AUTHENTICATOR, Avtex clients in verticals such as public sector, healthcare and financial services – including approximately 200 credit unions nationwide – provide a frictionless, pre-answer authentication solution for agents, while also identifying high-risk callers based on prior authentication attempts, interaction history, device type and other factors.
“As a company that delivers customer experience solutions, Avtex has seen the rise of fraud and resulting drop in operating efficiencies in the contact center. To secure privileged customer account access, companies have increased the scrutiny level of their callers, which often adds friction to the customer experience,” said Alfredo Rizzo, VP, Solution Architects and Evangelists, Avtex. “Our partnership with TRUSTID has allowed us to provide contact center agents and fraud analysts with actionable information for self-service applications at the point of answer in the contact center, resulting in a more expedited and effective authentication process for the customer and the company.”
TRUSTID AUTHENTICATOR uses a telephone network forensic approach to inspect calls from within the global telephone network which yields an unmatched level of authentication accuracy. This ensures inbound calls are not spoofed, virtualized or manipulated.
“If criminals – armed with stolen personally identifying information – can pass through an organization’s caller authentication system, exploiting the call center agent to accomplish an account takeover is not difficult,” said Pat Cox, vice president of Neustar and general manager of TRUSTID. “Together with the world-class customer experience and fraud prevention solution offered by Avtex, we are helping create the immediate trust needed to start member interactions with ‘How may I help you?’ instead of ‘Who are you and why should I trust you?’”
Acquired by Neustar in January 2019, TRUSTID is a leading provider of caller authentication, identity and risk solutions. TRUSTID works with financial institutions and other enterprises to authenticate callers using a caller’s phone as an ownership-based authentication token that puts trusted callers into the fast lane, before their calls are even answered, while assessing the risk of others. TRUSTID’s inbound caller engagement solutions, along with Neustar’s market-leading outbound phone-centric risk solutions, help clients reduce contact center operating costs, improve the customer experience and increase the efficiency of fraud-fighting efforts.
Neustar, Inc., is a leading global information services provider driving the connected world forward with responsible identity resolution. As a company built on a foundation of Privacy by Design, Neustar is depended upon by the world’s largest corporations to help grow, guard and guide their businesses with the most complete understanding of how to connect people, places and things. Neustar’s unique, accurate and real-time identity system, continuously corroborated through billions of transactions, empowers critical decisions across our clients’ enterprise needs. More information is available at www.home.neustar.
Avtex is a full-service Customer Experience (CX) consulting and solution provider focused on helping organizations build meaningful connections with their customers, members and constituents. Avtex offers a wide range of solutions and services to support CX Transformation planning and Orchestration of experiences for clients. Avtex has offices across the U.S., with Headquarters in Minneapolis. Avtex is recognized as a gold partner of both Microsoft and Genesys, leveraging their world class platforms as the foundation for customer engagements and digital transformation. Visit www.avtex.com for more information.
Sheila S. Blackwell