Telephonic Client Identification
Tools4ever, the market leader in solutions for Identity & Access Management (IdM), has introduced a new solution for helpdesk client identification. For most organizations itís desirable to ensure that the person calling the helpdesk is actually who he says he is, when it comes to critical issues such as granting access to shares, e-mail boxes or assigning rights to applications. In practice though, this is often laborious and because of speed, identification of the caller is often skipped. With Tools4everís Helpdesk Caller ID Verification itís possible to confirm the callerís identity telephonically. The software asks helpdesk staff to fill in random characters from answers to the security questions answered earlier by the caller.
Helpdesk Caller ID Verification can be used as an add-on with Tools4everís Self Service Reset Password Management (SSRPM) solution.
Helpdesk Caller ID Verification works as follows: every end-user or client has answered a number of personal questions at an earlier stage. For example: ďIn which city was your first employer?Ē or ďWhat is the middle name of your oldest child?Ē When the end-user calls the helpdesk or call center with a request, the personal questions are displayed on the helpdesk assistantís screen. Below the question are only the number of characters of the answer, given in points, so the helpdesk assistant does not see the actual answer to the question.
The software asks randomly for certain characters to be filled in, for example the characters in the third and eighth positions. The helpdesk assistant asks the caller which characters must be inserted in the requested positions. After entering the correct characters the callerís identification is completed and the request can be processed further by the helpdesk assistant.
Jacques Vriens, founder and owner of Tools4ever says: ďOur Identity & Access Management solutions are deployed by organizations to streamline the user account management process and for authentication management, among other things. For many of these organizations the helpdesk is responsible for simple user management tasks, for instance, creating new user account or resetting passwords. For security reasons itís necessary to establish the identity of the internal client, but in practice this often doesnít happen. Given our experience in authentication management, it was a logical step for us to develop this solution.Ē
Tools4ever clients who already use Self Service Reset Password Management (SSRPM), Tools4everís solution with which end-users can modify their password themselves, can use Helpdesk Caller ID Verification as an expansion.