On the one hand, you hear a constant chorus of complaints from customers and employees about onerous authentication protocols. On the other hand…you hear about the fraudsters who used AI to imitate a bank CEO’s voice to swindle the bank out of nearly $250,000.

If you play a part in your organization’s cybersecurity, mobile user experience, or digital privacy, this is the kind of calamity that keeps you up at night.

Read on to find out how organizations – especially those with call centers – can find that nirvana where security and experience are in harmony.  Below is a primer on identity and access management solutions.


What Is Digital Identity?

Today, the phrase ‘digital identity’ is everywhere in popular culture. The most common understanding of digital identity is that a person is who they claim to be online.

The National Institute of Standards and Technology (NIST) defines digital identity as “the unique representation of a subject engaged in an online transaction…in other words, accessing a digital service may not mean the subject’s real-life identity is known.”

It sounds simple enough but, in practice, proving a person is who they claim to be in the cybersphere is extremely challenging. Fortunately, identity and access management (IAM) solutions that provide security, privacy, and great customer experience are finally here.


What Is Identity and Access Management?

In simple terms, IAM defines and manages user access rules and policies across an organization. It ensures that only specific people can access specific information for specific reasons, under specific conditions, and at specific times. Okay, not so simple!

Think about it like this, the main goal of IAM is to assign a single digital identity to users (customers or employees) in your network. IAM systems define and manage user access to information. Administrators of IAM systems can change a user’s role, keep tabs on user activity, create activity reports, and enforce security policies.


What Are the Advantages of Identity and Access Management Solutions?

The obvious benefits of IAM solutions are better security and enhanced customer experience. Let’s take a closer look at the benefits that confer a competitive advantage on organizations that implement IAM solutions.


At the moment, it seems everything is done remotely. That doesn’t have to mean a loss of productivity. If you are able to give remote access to your network to employees, customers, suppliers, contractors, and other partners, you can lower operating costs and increase efficiency.

Reduce Fraud

Identity theft is responsible for nearly 40 percent of retail fraud losses. IAM solutions can reduce the incidence of identity theft.


Your industry regulations – HIPAA, PCI, TCPA, GDPR, CCPA, etc. – demand that organizations protect the security and privacy of users. IAM solutions can help enforce compliance, thereby avoiding costly fines.

Customer Experience

Think about how many banks, doctors, retailers, and websites know your mother’s maiden name and the make of your first car and you begin to understand your customers’ and employees’ frustrations.

If your organization’s call center still uses knowledge-based authentication (KBA) systems, you’re not alone. KBA systems are still used by almost 90 percent of call centers, even though 60 percent of scammers pass KBA in targeted attacks.


Avoid Trade-Offs

In the face of increasingly sophisticated fraudsters, your instinct is to double down on safeguards no matter how awkward they may be for customers and employees. But you also know that providing a positive customer experience is the only sustainable path to profitability.

You can have both. Find out more about safeguarding privacy and security while delivering a great customer experience with the right identity and access management solutions.