Journey is announcing a new way to verify customer identity and secure digital customer interactions using an award-winning and patent-pending “Zero Knowledge” network-based approach. It is the first and only platform that solves for privacy, security, and customer experience simultaneously, which unlocks huge improvements in customer satisfaction, fraud prevention, and major operational and cost efficiencies for businesses.
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Central to Journey’s solution is a cryptographic concept called Zero Knowledge, which allows an individual to prove something to be true without revealing the details. Journey brings this technique to agent-caller interactions leveraging the customer’s smartphone and the existing enterprise mobile app to make it possible to request, verify, and share sensitive details, from a Social Security Number to a credit card payment, with the agent only ever seeing a pass/fail on their screen.
Because no sensitive personal information ever actually travels to, or is seen by, an agent or the contact center infrastructure, the customer’s data and privacy is highly protected. In addition, the enterprise saves millions on fraud prevention, regulatory compliance and time previously wasted on establishing identity in old-fashioned ways that weren’t all that secure to begin with and irritated customers and agents alike.
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With over 1 million contact center agents now working from home in the U.S., the need for Zero Knowledge has dramatically increased with agents now hearing credit card and health data while sitting at their kitchen tables. Journey’s solution eliminates that risk and cuts at least one minute out of the average call, but this varies significantly depending on the type of interaction. For example, a new account creation at a financial institution can take days or weeks with significant back and forth. By contrast, Journey’s solution enables that same account to be opened in less than 5 minutes because the platform and Zero Knowledge network enable identity verification, document verification, digital signatures, and payment processing all in the same interaction.
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