Strong authentication on Voice for Browser

Optional feature

Strong authentication provides verification on a caller’s identity. Caller and agent may handle sensitive matters on the call and the agent needs to be certain who they are talking with. Once identified, the caller’s name and SSN will be displayed to the agent answering the call.

Authentication process overview:

1. Caller is requested to authenticate.

2. Caller receives an SMS message which contains a link

3. Caller opens the link and is taken to a view where the caller can authenticate.

4. Authentication is done using, for example, banking credentials or Mobile certificate.

5. The agent is now able to see callers name and SSN on Voice for Browser.

On Voice for Browser, there are two ways the caller can authenticate:

1. Before the call - Caller is instructed to authenticate on the service queue while queuing before they start talking with an agent.

2. During the call - Agent can start the authentication process during the call.

Authentication before the call

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

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.

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

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

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

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

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Authentication during the call

Voice for Browser 2025.2.0 or later required. Voice for Browser release notes

Optional feature for the agent - not enabled by default.

Caller might not be identified when the agent answers the call. While on a call, the agent can request the caller to identify themselves. On Voice for Browser, the agent sends an SMS message to caller's phone number. The SMS message includes a link to a service where the authentication can be done by the caller.

When a call is ongoing, the agent can click Identify caller link below the phone number:

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A dialog is opened where the agent can start the authentication by sending the SMS to callers phone number. Phone number can be changed before sending if needed:

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While identification is ongoing, the agent can also send a new authentication request. This might be needed if the caller is having problems with the first request, for example, they didn’t receive the SMS or it took too long to authenticate.

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Finally, when the caller has authenticated, the agent can see their name and SSN as above.