STERLING, Va.--(BUSINESS WIRE)--TRUSTID, Inc., a Neustar company, has won the 2019 PACE Technovation award for its flagship AUTHENTICATOR V4.2 product. The Professional Association for Customer Engagement (PACE), which recognizes innovation in products and services within the industry, presented the award at its Annual Convention and Expo in San Antonio, Texas, March 31-April 3. PACE is the only nonprofit trade association dedicated exclusively to the advancement of companies that engage with customers via the contact center.
TRUSTID AUTHENTICATOR uses a telephone network forensic approach to inspect calls from within the global telephone network which yields an unmatched level of authentication accuracy that ensures phone calls to a call center are not spoofed, virtualized or manipulated. AUTHENTICATOR enables businesses such as banks, credit unions, brokerages and insurance companies to automatically and accurately identify trusted callers before their calls are answered, allowing these callers to be fast tracked for better, faster service and significantly reducing the need for customer identity interrogation.
“We’re delighted that PACE has recognized how important it is for call centers to reduce their reliance on knowledge-based authentication while creating a positive customer experience,” said Patrick Cox, vice president of Neustar and general manager of TRUSTID. “Knowledge-based authentication is becoming increasingly ineffective as fraudsters use stolen data and social media to gain access to the information needed to correctly answer questions used in identity interrogation.”
By eliminating or reducing identity interrogation, AUTHENTICATOR aims to reduce agent call times and costs by 20 percent, increase interactive voice response containment by 10 percent, enhance the customer experience by eliminating frustrating interrogation questions, and allow companies to focus their fraud-detection resources on true threats. AUTHENTICATOR V4.2 also enables contact centers to implement sophisticated risk-based authentication strategies for the small proportion of calls that are not authenticated by the service.
For more information about AUTHENTICATOR, visit www.trustid.com/products/authenticator/.
Acquired by Neustar in January 2019, TRUSTID is a leading provider of caller authentication, identity and risk solutions. TRUSTID works with financial institutions and other enterprises to authenticate callers using a caller’s phone as an ownership-based authentication token that puts trusted callers into the fast lane, before their calls are even answered, while assessing the risk of others. TRUSTID’s inbound caller engagement solutions, along with Neustar’s market-leading outbound phone-centric risk solutions, help clients reduce contact center operating costs, improve the customer experience and increase the efficiency of fraud-fighting efforts.
About Neustar
Neustar, Inc., is a leading global information services provider driving the connected world forward with responsible identity resolution. As a company built on a foundation of Privacy by Design, Neustar is depended upon by the world’s largest corporations to help grow, guard and guide their businesses with the most complete understanding of how to connect people, places and things. Neustar’s unique, accurate and real-time identity system, continuously corroborated through billions of transactions, empowers critical decisions across our clients’ enterprise needs. More information is available at www.home.neustar.
