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Inbound Authentication

Authenticate Inbound Callers Before They Hear “Hello.”

Think of inbound caller authentication as a multiplier for your organization. Done poorly, it increases your organization’s risk. Done well, it improves customer experience, operational efficiency, and fraud fighting ability. So why does your contact center still trust knowledge-based authentication (KBA) to do the job?

KBA represents a tremendous risk to your call center. It exasperates your customers. It balloons your average handle time. It’s useless against experienced fraudsters. Every customers’ answers to your KBA questions have been compromised in data breaches or divulged on social media. Spoofing, virtualization, and number reassignment negate legacy defenses.

Identify trusted callers quickly for fast service and maximum operational efficiency, while quickly flagging high-risk calls to narrowly focus costly fraud-fighting resources.

Neustar Inbound Authentication makes that possible. Identify callers and confirm their identities, instantly, even if they call from unrecognized numbers. Route authenticated callers into a Trusted Caller Flow™ for quick customer resolution, and give closer scrutiny to less-trusted callers only. The result is minimized KBA questions, improved customer satisfaction, increased operational efficiency, and focused fraud-fighting efforts.

Identify Callers and Confirm Their Identities, Instantly.

Ownership-based Authentication

Start inbound caller identification and authentication before answering, and you improve customer experience, your operational efficiency, and your ability to fight fraud. 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.

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.

Neustar Inbound Authentication improves consumer satisfaction, speeds call resolution, increases IVR containment, and reduces fraud risk.

Give the Best possible Customer Experience

Treating inbound callers as potential threats compromises customer experience, operational efficiency, and the ROI of your costly fraud-fighting resources. With Neustar Inbound Authentication, route authenticated callers into a Trusted Caller Flow™ for quick problem solving, and give an appropriate level of scrutiny for everyone else.

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Neustar Inbound Authentication Benefits

  • 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 $5.50 savings per IVR-contained call, and 45¢-90¢ savings per agent-handled call
  • Reduce fraud risk — Automatically authenticate 70% of inbound callers, and focus fraud-fighting resources on those that should receive closer scrutiny
  • Improve compliance and security – Mitigate risk of account takeover, and better support compliance with privacy regulations and authentication best practices
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