Contact Center Authentication

Explore the challenges and best practices of contact center authentication in this 43-minute conference talk from AppSecCali 2019. Delve into Kelley Robinson's research on how companies authenticate customers over the phone, from startups to Fortune 50 organizations. Learn about the gaps in phone authentication compared to online security measures, and discover strategies to improve the experience for both customers and call center agents. Gain insights into what information should be available to agents and how to integrate authentication features into web and mobile applications. Examine real-world examples, discuss the limitations of current methods, and consider the future of authentication in customer support scenarios. Leave with actionable takeaways to enhance security and user experience in your own contact center operations.

Intro
Research
Show of Hands
About Kelley Robinson
Twilio
Research Methodology
Examples
Customer Support
IVR
Identifying You
Identity Verification
Identity is not authentic
Identity theft
Identity theft data
Qualitative data
Netflix example
Amex example
Good things
Bad things
Social Security numbers
Identity information
What to do about this
SMS authentication
Amazon account security
Fragmented systems
email verification
other options
threat model
future of authentication
takeaways
Questions