Mobile caller authentication for contact centers
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United States of America Patent
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Aug 11, 2020
Grant Date -
Jan 31, 2019
app pub date -
Oct 2, 2018
filing date -
Nov 17, 2016
priority date (Note) -
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status (Latency Note)
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Abstract
A call request is received, from a mobile device, to establish a communication with a contact center. For example, the call request may be to establish a voice call with the contact center. In response to the call request, the mobile device sends authentication factors to a cloud authentication service that the user/mobile device has previously registered with. For example, the authentication factors may include usage factors of the mobile device, such as a call history of the user on the mobile device. If the authentication factors are validated, a token is generated. The token is sent to the contact center along with the call request. The token is validated at the contact center. At this point, the contact center knows that the user/mobile device are authentic. A call is then established between the user and the contact center.
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