Strong authentication on Voice for Browser

Optional feature. Voice for Browser 2024.5.0 or later required. Voice for Browser release notes

Strong authentication provides verification on a caller’s identity. Caller and agent may handle sensitive matters on the call and agent needs to be certain who they are talking with.

Caller can identify themselves on the service queue before they start talking with the agent. Once identified, the caller’s name and SSN will be relayed to the agent answering the call.

Incoming call

When a call is alerting and the caller has identified themselves, this is indicated with icon and text “Caller identified”. Agent is not able to see the caller’s name and SSN yet.

If caller has not identified, then no information is displayed.

Ongoing call

Once the call is answered, the text “Caller identified” is now a link:

Clicking the link opens a dialog where caller’s name and SSN are displayed. Information can also be copied to clipboard:

Information is accessible also after the call on call-ended screen: