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Caller Identity Verification
Verify the identity of a caller before you share any sensitive information with them. Organizations across the world are required to comply with regulations that help to ascertain the customer’s identity and provide protection from losses and fraud. Failure to follow these regulations has legal consequences. Organizations must ensure that any person who seeks confidential information must first prove their identity and access.
Caller Verification is available in Lightning Experience. Available in: Professional, Enterprise, and Unlimited Editions. |
Financial institutions are required to comply with KYC (Know Your Customer) regulations to protect their customers from losses and fraud due to inappropriate and illegal fund transactions.
The details a person must provide to prove their identity vary depending on the business. For example, the call center agent can ask the person to confirm their social security number, birth date, or driver’s license number.
The person contacting the call center could be a genuine customer, a parent or guardian if the customer is a minor, an authorized representative of a customer. No matter who the caller is, if they want sensitive information, an agent must verify the caller’s identity first.
To use the Caller Identity Verification feature, customize the verification process to meet your specific business and legal requirements. Learn more about the verification flow templates so that you can configure the verification screen components according to your business requirements.
To learn about the components of identity verification and how caller identity verification works, see Identity Verification.
