Whether being asked for account information or help with a lost password, customer service’s need to authenticate customers represents a security vulnerability. The ability of IdentityX to authenticate a client outside of the company’s normal business channels closes this loophole, while at the same time saving time and money.
Traditionally, a customer service representative must rely on social information (e.g., Mother’s maiden name) to establish identity when a client has lost or forgotten their account information or password. Alternately, “hint message” solutions that are often forgotten or rely on still more social engineering information (e.g., “my first car” or “my high school”) are attempted. Such solutions are not ideal, and are definitely vulnerable to a number of social engineering attacks.
IdentityX supports a quick, automated service that utilizes a portable authentication device. There is no need for the customer to remember their oldest child’s girlfriend’s favorite color, nor is there a need to share information that would be valuable to identity thieves, such as social security number or Mother’s maiden name. In addition, the efficient nature of IdentityX authentication lends itself to automating many of the procedures that currently rely on a human to ascertain identity. This represents significant cost savings to the company both from fraud (due to successful attacks) and staff overhead, as well as user satisfaction in eliminating the frustration of either trying to remember obscure hints or provide personal information. IdentityX allows your customer service employees to focus on helping your customers, rather than trying to prevent fraudulent access.