Call Centre Authentication
Verify callers with passkeys, biometrics or OTP before agents handle sensitive requests, cutting handle time and fraud risk.
The challenge
Call centres are a common target for social engineering because agents often rely on easily-guessed knowledge-based questions to verify a caller. This slows down every call, frustrates genuine customers, and still leaves the door open to attackers who have gathered enough personal data to pass a knowledge check.
Key capabilities in this use case
Push-to-device verification
Send a verification prompt to the customer's registered device during the call, confirming identity without spoken security questions.
OTP and WhatsApp verification
Offer a one-time code delivered by SMS or WhatsApp for customers without an enrolled app.
Contact-centre platform integration
Connect verification steps into ServiceNow, AWS Connect and other contact-centre tooling used by agents.
Escalation for high-risk requests
Require stronger verification for sensitive actions such as changing bank details or unlocking an account.
Core capabilities
In-call push challenge
Verification prompt sent while the caller is on the line.
Contact-centre integrations
Works with major contact-centre platforms.
Configurable escalation rules
Higher-risk requests trigger stronger checks.
Agent dashboard visibility
Agents see verification status before proceeding.
Verifying a caller requesting a bank detail change
A customer calls requesting a change to the bank account linked to their profile, a request that is frequently targeted by fraudsters using social engineering. Rather than relying on the agent to ask security questions, the system sends a push verification prompt to the customer's registered device as soon as the request is raised. The customer approves it from their phone, and the agent proceeds only once the approval is confirmed. If the customer cannot approve the push, a fallback OTP is offered, and if neither succeeds, the request is escalated for further review rather than actioned over the phone.
- 1Sensitive request identified during the call
- 2Push verification sent to the registered device
- 3Agent proceeds only once identity is confirmed
Expected outcomes
- Reduced call handle times
- Lower exposure to social-engineering fraud
- Consistent verification standard across agents
- Fewer disputed or fraudulent account changes
How CyberLane helps
CyberLane helps contact-centre and fraud teams map which call types warrant strong verification, and advises on integrating Authsignal into existing contact-centre platforms with minimal disruption to agent workflows.
- Call-type risk classification
- Contact-centre integration plan
- Agent workflow and escalation design
- Fraud-reduction measurement approach
CyberLane is independent and works on the decision rather than the deployment. Product-specific delivery is coordinated with the vendor or a qualified implementation partner.
Official vendor sources
Content is paraphrased independently by CyberLane from Authsignal's public use-case pages for evaluation purposes; it is not an Authsignal publication.
Evaluating Authsignal for Call Centre Authentication?
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