SYSTEM AND METHOD TO AUTHENTICATE CONTACT CENTER AGENTS BY A REVERSE AUTHENTICATION PROCEDURE

摘要

An authentication system to validate the authenticity of call center agents by using a reverse authentication procedure. The authentication system includes a verification module that verifies the authenticity of agents calling from the call center. The verification module retrieves reference answers in response to the user-provided query questions from a media server. The media server may be located inside the enterprise network. These reference questions and their corresponding reference answers are provided by users when registering with the enterprise network.

主权项

1. A computer-implemented method to verify authenticity of an agent placing a call from a contact center associated with an enterprise network to a registered user of the enterprise network, the method comprising:
automatically fetching, by a server of the contact center, following receipt of the call by the registered user, a pre-recorded authentication message associated with the registered user; playing, by a server of the contact center, the pre-recorded authentication message to the registered user; and receiving, by the server of the contact center, a verification from the registered user about authenticity of the pre-recorded authentication message.