In the US alone, over one million agents have been working from home since the COVID-19 pandemic began. While this shift came at a radical pace, the incredible cost savings from reducing and eliminating traditional contact centers has led many experts to predict as many as 75% of agents will remain at home after the world returns to normal.
One of the largest challenges, however, is meeting compliance, security, and privacy requirements. You can use all the tools in the world to protect the network and devices, but at the end of the day – if an agent is at their kitchen table, there weren’t any tools to make sure only the right person is at their screen and that they can’t take pictures or write down customers’ sensitive information. That’s where Journey comes in.
Making sure only the right agent is at their screen is the first and most important step for meeting a wide variety of security and regulatory requirements, and doing so with the highest possible accuracy without interrupting the agent’s workflow is critical to operational efficiency.
Journey’s Continuous Authentication for Agents runs continuously in the background and uses their computer to passively capture biometric samples (face or voice) to confirm authentication. If the wrong face is detected, a second face is detected, or there is an anomaly with the agents voice – you can automatically respond in real time to log them out and take any necessary actions.
Enrolling and onboarding new agents and employees requires proof that the individual is who they claim to be.
Journey offers a flexible document centric approach to remote identity proofing. Using their existing smartphones, tablets, and laptops – your remote employees can scan their photo IDs (government issued, company issued, or other) and scan their faces. Journey’s tech can validate the legitimacy of the photo ID, match the user’s face to the ID with certified liveness detection, and use computer vision and OCR to collect the identifying data from the ID to check against various databases.
Any sensitive information made available to an at home or outsourced agent is at risk of being stolen or leaked, which is why Journey’s Zero Knowledge Network makes it possible to limit and eliminate what consumer information ever flows through the call center or is made available to the agent.
Rather than taking payments or validating PII by having a customer speak it out loud or enter it into the dialpad, businesses using Journey can have their customers make payments, sign documents, and answer information requests within their app or browser, and that encrypted cipher text is delivered to back end business processes, rather than the agent. Agents can then be kept current with whether requests are passed, failed, or pending.
The future of digital privacy, data security and operational efficiency will be based on fine grain control over limiting what information is made available where, and introducing a reliance on digital proofs that something is true without exposing the underlying information.