TRUSTID, the leading provider of pre-answer caller authentication services for financial institutions, has expanded its portfolio of software-as-a-service offerings with the launch of TRUSTID IDENTIFIER, a caller authentication and identification solution for customer call centres.

IDENTIFIER will drive TRUSTID’s expansion into additional markets where knowledge-based identity interrogation is still used, including health care, government, utilities, entertainment and membership services. IDENTIFIER instantly identifies callers to enable more effective customer support and guide additional authentication treatments.

Overreliance on knowledge-based authentication—which in the call center context requires identity interrogation—is expensive, inefficient and insecure in this age of data breaches, when personally identifying information is easily gleaned from social media profiles and readily available for sale to criminals.

TRUSTID’s success in the U.S. financial services market has proven the value of the company’s approach to caller identity and authentication. The company’s flagship service, TRUSTID AUTHENTICATOR, protects financial accounts through technology that uses callers’ own phones as ownership-based authentication tokens to route known callers into a trusted caller flow and flag calls that require a fraud threat assessment. This takes place before the calls are answered and allows call centre agents to bypass identity interrogation and quickly focus on helping customers.

IDENTIFIER draws on the same patented telephone network forensic technology that powers AUTHENTICATOR to provides caller identification by leveraging the results of the end-to-end inspection of more than a billion calls across the global phone network. IDENTIFIER increases call centre efficiency and reduces costs, improves the customer experience, and provides insight for risk-based authentication processes. The service can be deployed before or during calls to identify those that should enter trusted caller flows and can be paired with other authentication technologies such as voice biometrics to create a multifactor authentication solution. IDENTIFIER operates automatically, with no customer involvement, and offers the broadest caller coverage in the industry, supporting all phone types and providers, including non-U.S. carriers.

“IDENTIFIER is a highly flexible caller identification and authentication solution for call centres that must identify callers to reduce the use of hacked knowledge for caller identification,” said Patrick Cox, CEO of TRUSTID. “Because it can process calls pre- and post-answer, it is ideal for the enterprise with complex caller flows where identification services may be needed at different points during a call.”

IDENTIFIER will enable TRUSTID to respond to significant interest from international markets and capitalize on new opportunities for growth.

For more information about TRUSTID, visit www.trustid.com.