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TRUSTID is now part of Neustar and is powering the inbound authentication solution.

Think of inbound caller authentication as a multiplier. Done poorly, it increases risk. Done well, it improves fraud-fighting ability, customer experience, and operational efficiency. So why does your contact center still trust Knowledge-Based Authentication (KBA) challenge questions to do the job?

KBA represents a tremendous risk to your contact center. It’s useless against experienced fraudsters, who are often armed with the personally identifying information needed to answer KBA challenge questions and know how to bypass spoof-detection technologies. It exasperates customers, who expect instant, seamless service. It balloons agent average handle time, which impacts operating budgets.

The faster contact centers can authenticate inbound callers, the better they can flag high-risk calls to narrowly focus costly fraud-fighting resources and deliver the high-value experience consumers expect, without compromising on operational efficiency.

Only Neustar Inbound Authentication instantly identifies unknown callers and confirms their identities while authenticating 90% of callers pre-answer, routing them into a Trusted Caller Flow™ for quick problem solving. Using patented TRUSTID® forensic technology, Neustar Inbound Authentication eliminates the need for time-consuming and ineffective KBA questions, focusing fraud-fighting efforts, improving customer satisfaction, and increasing operational efficiency.

Read the solution sheet

Neustar Inbound Authentication Benefits

  • Reduce fraud risk - Automatically authenticate 70% of inbound callers, and focus fraud-fighting resources on those that should receive closer scrutiny
  • Increase consumer satisfaction - Greet callers with “How can we help you?” rather than “Who are you?” and spend more time responding to their unique needs
  • Decrease operational expenses - Automatic caller authentication drives an average 10% increase in IVR containment, $5.50 savings per IVR-contained call, and 45¢-90¢ savings per agent-handled call
  • Improve compliance and security - Mitigate risk of account takeover, and better support compliance with privacy regulations and authentication best practices

Identify Callers and Confirm Their Identities, Instantly

Ownership-based Authentication

Start inbound caller identification and authentication before answering, and you improve fraud-fighting ability, customer experience, and operational efficiency. How? With the caller’s phone. Ownership-based authentication mimics the ubiquitous approach that has driven a multi-generational explosion in retail commerce: the credit card.

When you make a purchase with your credit card, the card, its account, and the location of the transaction are cross-checked for authenticity. This takes mere seconds, authenticates your identity, and improves the merchant’s operational efficiency dramatically. Also, it’s highly secure: you are motivated to keep your card safe.

Neustar Inbound Authentication turns callers’ phones into an ownership factor of authentication. It inspects the caller’s phone to confirm that the device is physical, unique, authentic, and registered to the claimed ANI. In tandem, it inspects and confirms that the call is between the calling phone and the contact center, a process called Telephone Network Forensics. Consumers’ phones serve as reliable authentication tokens because they’re never far from their owners, and phone numbers act as unique, persistent identifiers.

Automatic Caller Identification

If you can’t recognize your caller by the number, you can’t authenticate her. Customers often call from a number other than the one in their CRM record. Neustar Inbound Authentication instantly identifies unknown callers using the Neustar OneID® system, allowing you to match the consumer to your CRM and fill in incomplete records. Knowing your customer from the beginning of the interaction helps your agents more quickly and effectively serve their needs. If, for example, the caller has a high lifetime value but recently complained about a negative experience, the caller can be directed to an experienced agent who knows how to handle such a situation. When appropriate, containing more calls within the IVR not only improves the efficiency of your operations, but also frees live agents to interact with high-value or high-need consumers.


Give the Best Possible Customer Experience

Treating all inbound callers as potential threats compromises the ROI of costly fraud-fighting resources, degrades customer experience, and decreases operational efficiency. Neustar Inbound Authentication routes authenticated callers into a Trusted Caller Flow for quick problem solving, while others receive an appropriate level of scrutiny.

Typical Distribution Caller Authentication Caller Identification Treatment Efficiency
70% Authenticated, highest trust Identified in CRM or by Neustar Inbound Authentication Route into the fastest flow with most self-serve options 80% shorter authentication
20% Not authenticated, moderate trust Identified in CRM or by Neustar Inbound Authentication Provide a simple authentication challenge and faster service 60% shorter authentication
10% Not authenticated, low trust - Continue knowledge-based authentication No change

Insights

Inbound Call Center Responses to COVID-19

Call centers across the US are shifting their business operations and strategies in response to the coronavirus pandemic. Gain actionable insights from industry experts, including guest Art Schoeller, Principal Analyst, Forrester.

Read Key Takeaways | Watch Full Conversation

 
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Report

Total Economic Impact of Neustar Fraud and Authentication Solutions

Forrester’s Total Economic Impact™ framework found that an investment in Neustar Fraud and Authentication Solutions reduces average agent handle time by one minute, delivers an ROI of 144%, and pays for itself in three months.

Read Forrester's Assessment

Industry Survey

2020 State of the Call Center Authentication

Is authentication a concern for your inbound call center? Learn how forward-thinking call center leaders use inbound caller authentication to improve fraud detection, enhance customer experience, and reduce operating costs.

Benchmark Your Operations

 
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call center reps working
 

Whitepaper

KBA Threatens Your Contact Center

Knowledge-Based Authentication enables fraud, frustrates customers, balloons hold times, and decreases IVR containment. Read 10 ways KBA threatens your contact center.

Move Away From KBA

Report

Elevating Call Center Authentication to Protect Customer Data Privacy

Caller authentication plays an important role in the quality of the customer experience. Done well, it ensures customers’ problems are resolved quickly while protecting data privacy.

Elevate Caller Experience

 
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Learn How Your Company Can Benefit from the Power of Trusted Connections.

Contact Us Give us a call 1-855-898-0036