everis and Uniken Sign an Agreement to Transform Digital Identity in Contact Center

By STS News Desk On Oct 21, 2019

everis and Uniken Sign an Agreement to Transform Digital Identity in Contact Center

Both Companies Will Deliver Uniken’s Mobile-First REL-ID Solution, Aimed at Driving Engagement by Reducing Fraud and Enhancing Contact Center User Experience

The multinational business consultancy everis and Uniken, a leading security and I&AM company, have signed a global agreement to provide Uniken services to Everis clients.

The REL-ID solution from Uniken enables clients to authenticate themselves when calling the Contact Center, by utilizing strong authentication methods normally reserved for digital channels. The technology eliminates PII based questions and allows both parties to mutually confirm the client’s identity without friction and reduce call times by 30-45 seconds. Outbound calls from the call center are securely authenticated to provide customers with full certainty they are connected with a trusted company and not a fraudster, without the friction of PII or callbacks. Additionally, any service request or transaction can be immediately delivered to the customer and digitally signed on the device with full non-repudiation, thereby reducing the need for paperwork, secure client sites, and greatly reducing processing times. The REL-ID solution also supports full omnichannel authentication and transaction signing including mobile, internet, chatbot, digital assistants, and messaging services.

For the financial sector, the REL-ID solution from Uniken is compliant with the PSD2 Strong Customer Authentication (SCA) regulations for secure multi-factor authentication, endpoint threat detection including malware detection, encrypted secure communications to the mobile application, and digitally signing of transaction details and client response to support non-repudiation.

As well as helping banks meet the forthcoming PDS2 SCA requirements, everis and Uniken will work together to demonstrate how the REL-ID platform can be applied to other sectors to make connecting with customers safer and more engaging, irrespective of the channel used. Improving the security posture of the mobile application enables the deployment of new capabilities and positions the secure mobile application as the centerpiece of the organization’s broader security architecture. This enables the removal of burdensome elements used for traditional authentication, such as passwords, OTP, tokens, and the use of PII. Additionally, the creation of a strongly authenticated, real-time, secure communication channel with the end-user can be trusted to deliver proactive service, targeted single-click actionable offers, and drive overall greater digital engagement.

Gustavo Garcia Olmo, Director in everis – “The Contact Center channel is a key focus in many organizations as there exists a large opportunity for improvement in both efficiency and customer satisfaction. In everis we are helping companies to achieve their business goals including cognitive technologies to make the most of Virtual Agents in combination with Human Agents and providing secure and frictionless solutions to make clients feel safe in a trusted environment, increasing satisfaction, and driving sales.”

According to Bimal Gandhi, CEO of Uniken, “While mobile has become the de facto channel of choice for the consumer, banks still need to deliver on every channel. Financial institutions must deliver security that meets the rigid regulatory standards, yet also meets the consumer expectation for simplicity, consistency and zero friction on mobile, web, call center, chat, and digital assistant interactions. I’m very proud that everis has recognized how REL-ID delivers unmatched security and enhanced experience in one SDK.“