With the ongoing financial stress of a global pandemic, enterprise contact centers continue to be a target for fraudsters and criminal activity. Banks and financial services, in particular, see an increasing need to verify and authenticate legitimate customers and provide seamless, secure customer service.

Journey.ai, who just emerged from stealth mode last week, is singularly focused on making it simple to verify and secure personal data between brands and customers with mutual verification. The company’s goal is to improve customer satisfaction, prevent fraud, and provide operational and cost efficiencies for businesses with an intelligent authentication process.

The solution relies upon mutual verification of both the customer and contact center agent. Leveraging a “zero knowledge” network, private information such as credit and debit card payment information or Social Security numbers are processed using encrypted protocols with only the success/fail results presented to contact center agents. The data is encrypted at the user level and transmitted without storage so the customer information is not exposed to anyone or any application that doesn’t need to know.

Journey’s approach is to make verified digital identity the root of trust and eliminate friction into and out of the contact center. The platform includes an ecosystem of third-party partners for deployment. Journey is a strong believer in face biometrics as the authentication technique to provide optimal user experience and accuracy.

Though the company just emerged from stealth, Journey is finding some market traction with contact center platforms and technology partners successfully selling into financial services, business process outsourcing, and retail. Brett Shockley (CEO and Chairman) and Alex Shockley (Co-founder and President) lead the team that is also identifying additional use cases across the customer lifecycle, including inbound customer interactions, outbound, payment processing and document signing.

The need to mutually identify and verify customers and agents is becoming a compelling prospect for contact centers with the explosion of remote, work-from-home agents and increasing regulatory pressures. As Opus Research expands its coverage of Intelligent Authentication, Journey builds a strong case as a formidable player in establishing trust and using best-in-class biometrics for personalized, secure commerce and customer service.

Categories: Intelligent Authentication, Articles