New Authentication Technology by Eckoh Reduces Identity Fraud in Contact Centres
14 Octubre 2021 - 05:57AM
Business Wire
- Continued innovation in customer engagement
security technology
- Technology evolves to enable contact centres
to identify and verify both caller and agent
- 17th patent underlines Eckoh’s strong IP,
backed by proprietary technology
The risk of identity theft and fraud is ever-increasing.
Whilst technology that helps contact centres authenticate customers
has been improving very little exists to allow customers to verify
that unsolicited calls to them are from a legitimate
representative.
Eckoh’s new technology seeks to address the fraud problem while
saving time and increasing security. It allows customers to verify
the identity of who is calling them without disconnecting and to
share information securely to complete transactions.
This technology has further strengthened Eckoh’s international
patent portfolio with two further patents. A portfolio of 17
international patents now backs Eckoh's strong IP.
The new patents to be granted are for Reverse Contact
Centre Authentication. This new technology dramatically improves
security and convenience for end customers when receiving
unsolicited calls from organisations, helping to prevent them from
becoming fraud victims.
A simple and effective solution to reduce
contact centre fraud
When a customer receives a call from an organisation, they
cannot know whether the call is legitimate or a scam. In these
cases, the caller will likely hang up and dial back on the number
they know to be authentic and starts the conversation from scratch.
This process is time-consuming for both agent and customer.
With Eckoh’s newly patented solution, the caller can verify the
representative's identity by clicking on a link, either from the
organisation’s publicly available website or their app. If the
customer is already logged in or chooses to do so, the page will
immediately confirm that an agent is on a call with them based on
their registered contact details. This confirmation also validates
the customer to the agent and provides a secure channel to share
information. Alternative approaches to the 'login' option include
verifying via other standard methods such as entering a one-time
pin.
Strengthening proven, proprietary
technology.
Once formally presented, Eckoh will have patents for this
technology in the USA, UK and Canada. These patents will complement
the existing IP in these same regions for inbound Contact Centre
Authentication. This solution comprises sending the customer a
message to their mobile device when they customer phones a contact
centre. To save time and increase security, the caller can confirm
their identity before connecting to an agent through an existing
mainstream authentication method, such as PayPal, Facebook, or
Amazon. Once connected to an available agent, the caller’s relevant
and verified information can be immediately seen by the agent,
usually without further security checks, and they can greet the
customer appropriately. Billing and mailing addresses retained by
these methods can prepopulate contact centre CRM systems, saving
the agent time and increasing data accuracy. Because the caller has
already authenticated themselves against (for instance) PayPal's
login process, the contact centre agent (and the organisation they
represent) can be sure that they are talking with the actual person
the caller claims to be.
Leading IP in Secure Payments
Patents play a critical role in Eckoh’s secure payment
portfolio. Their secure proxy patent underpins Eckoh’s unique
approach to customer engagement security used in their
market-leading secure payment solution, CallGuard. CallGuard
automatically replaces payment data or other sensitive data such as
Social Security Numbers with 'placeholders' or ‘tokens’ before
entering an organisation's contact centre or IT environment.
The solution neutralises sensitive data and deploys over
existing IT infrastructure and payment systems without disruption.
Eckoh’s ChatGuard product uses this same method to secure payments
within any Chat software conversation; and can also be applied to
Chatbot or messaging apps such as WhatsApp for secure compliant
payments.
Once these latest patents have been granted, Eckoh’s
international patent portfolio will total to 17 granted patents,
with the earliest expiry date in 2031.
Nik Philpot, Eckoh’s CEO, commented:
“Eckoh has a long heritage of innovation. This new patent
extends our extensive patent portfolio and further validates the
skill and imagination of our talented team. The importance of
creating and owning our IP cannot be overstated. It is critical for
customers and partners alike to be confident that their supplier is
providing a solution that does not potentially infringe on
another’s IP – especially so when it deals with such a sensitive
area as security.
We underpin our data and payment solutions globally with
technology that is owned and patented by Eckoh. We continue to
explore new ways to innovate and tackle the growing and evolving
security needs of our clients across the globe.”
-ENDS-
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version on businesswire.com: https://www.businesswire.com/news/home/20211014005566/en/
www.eckoh.com
Nicky Hjerpe, Head of Marketing MediaResponseUK@eckoh.com
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