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Identity Detail

Innovative and proven authentication technology to quickly and automatically identify and verify customers and employees alike.

TrustCall, an IPI company, is proud to pioneer security and compliance solutions to protect your contact centre and customers from harm. Shaping our innovative technology to changing regulations; to a changing world.

Technology has never evolved faster. Data has never been more valuable. Or so desired. Contact centres must mitigate the risk: protect their reputation; protect their customers. TrustCall is here to add certainty to service – enhancing your security without compromising on the customer experience.

The TrustCall suite of products removes agent exposure to sensitive information and streamlines the customer experience. It also ensures that any information stored in your environment remains compliant, drastically reducing the scope of your regulatory and compliance requirements.

Because as those looking to exploit your business become more sophisticated, so too must your defences.

For certainty of service

In regulated industries, contact centres are required to employ two-factor authentication to meet regulatory obligations, including PSD2 in Europe and FFIEC in the US. This second layer, be it a PIN, hardware token or something user-inherent such as a biometric characteristic, can thwart fraudsters who have gained access to the first layer of authentication information.

TrustCall has developed Identity to provide every modern contact centre and its customers with the reassurance of multi-factor authentication. Incorporating fingerprint, facial and voice biometrics for enhanced certainty of service, we can help you create a more efficient, more secure business.

Why you need to be sure

Compared to sectors where verification and authentication mechanisms are well established, many contact centres are still inconsistent with their processes. This makes them ideal targets for fraudsters and cyber-criminals.

This fact is compounded by the process being a mundane and irritating experience for agents, with many employees becoming complacent about their responsibilities. It’s also a drain on productivity – just as the need to simplify customer on-boarding and self-service has become a top business priority.

These commercial pressures, combined with the need to meet appropriate governance and regulatory compliance, has created the need for an automatic, compliant and resilient verification solution.

Introducing Identity: verification made certain

Identity is our cloud-based authentication service. Implemented within a distributed infrastructure, it offers automatic multi-factor authentication (2FA) using either dynamically generated One-Time Passwords (OTPs) or user biometrics.

Identity ensures every caller is put through the correct authentication process, with no chance of a question being missed or an incorrect reply being allowed through. And with One-Time Passwords (OTP) remaining active for just 30 seconds, social engineering attacks can be eliminated.

Delivering an almost invisible security experience, your agents don’t have to handle customer verification information – so they’re protected just as robustly as your business.

Them and them only

Identity has been engineered for a certain and almost invisible security experience. Every feature helps your contact centre to provide a service as secure as it is efficient.

The power of biometrics

Identity uses speech recognition, voice biometrics, multi-factor authentication and Single Sign-On (SSO) to quickly and automatically identify and verify customers and employees alike.

Works in as little as 5 seconds

On average, an agent spends 23-40 seconds authenticating a caller. When you consider the hundreds, even thousands, of calls you receive every day, this amounts to a significant resource and cost overhead.

Identity works in as little as 5 seconds. Saving you time, money and resources.

Modular and flexible

Identity is a modular suite of products that not only frees agents from having to undertake the verification process, but also shields them from any sensitive identification information, delivering the trusted interaction that customers expect.

And because it’s a Computer Telephony Integration (CTI) solution, it works with a wide range of CRM applications, from legacy on-premise systems to the latest cloud offerings.

Protects customers and agents

Identity not only frees agents from having to undertake the verification process, saving valuable time and resources, but also shields them from access to sensitive identification information.

Powered by the best

Identity is powered by Gemalto, the world leader in digital security. The powerful combination of TrustCall’s expertise in contact centres and Gemalto’s unique experience enables a truly world-class product.


Protect tomorrow, today.
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