Strong authentication for call centers

Maximize productivity and secure access to sensitive data

Maximize call center productivity

In call centers, using mobile phones for authentication is not optimal given poor levels of security, distractions, and reduced agent productivity.

The YubiKey enables strong authentication without a cellular connection, batteries or any other external dependency to operate. Simply plug the key into a USB port on the device, and touch to authenticate.

Mitigate insider threat risk

Mobile devices used for authentication enable perpetrators to easily capture sensitive data on cameras without being noticed.

The YubiKey delivers strong authentication without offering any capabilities for capturing images of customer and financial data, thereby protecting customer privacy and call center reputation.

Meet compliance requirements

Stringent compliance requirements make it critical to ensure that call center agents abide by all relevant regulations during every instance of customer engagement.

The YubiKey can verify a call center agent’s identity before they can access PII and other sensitive data, or make changes to a customer account, such as raising a credit limit.

Case in point:


Large financial services corporation secures global workforce

Situation:

Large financial corporation specializing in credit cards, auto loans, banking, and savings accounts, and ranked in the top 10 largest banks in the United States by assets.

Call Centers – Needed to secure global workforce with shared workstations; secure front-line to customers with sensitive PII & PCI data

Retail Workers – Needed a fast and seamless login in order to deliver efficient customer service

Privileged Access – Secure data accessed by executives, knowledge workers and other privileged users

YubiKey Solution:

Ease of Use – Enables rapid login and supports response time SLAs

Low TCO – Supports OTP in place, with plans to adopt modern authentication approaches such as FIDO U2F as well as smart card PIV all with one single security key for low TCO

IAM Integration – Supports single sign-on and federation with existing IAM backend

Result:

1,400,000 total accounts secured, including 118,000 privileged accounts

Call center response time SLAs supported

Reduced support incident burden on central IT for security key registration

“Call center fraud loss is having a significant effect on enterprises. Across the U.S., companies are losing $14 billion to fraud attacks annually.”
Pindrop Labs 2017
“Almost half (47 percent of respondents) say a transaction could not be completed because they did not have mobile phone access to recieve a code for verification or were not able to use an authenticator app.”
The 2019 State of Password and Authentication Report, Ponemon Institute

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