Mobile caller authentication for contact centers
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.
1. A system comprising:
a microprocessor; and
a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
receive, from a mobile application in a mobile device of a user, a call request for establishing a call with a contact center, wherein the call request comprises an identity token that is generated in response to an authentication process that captures authentication factors of the mobile device of the user to confirm an identity of the mobile device of the user;
determine if the identity token is valid;
in response to determining that the identity token is valid, send the call request with the identity token to the contact center for validation of the identity of the mobile device of the user and send a notification of the incoming call with a plurality of call identification factors, wherein the plurality of call identification factors comprise a confidence level of the identity of the mobile device of the user and a confidence level of an identity of the user, wherein sending the call request with the identity token and sending the notification of the call with the plurality of call identification factors are used to determine if the call is established or not established between the mobile device and the contact center; and
establishing the call based on the confidence level of the identity of the mobile device of the user and the confidence level of the identity of the user meeting a threshold.
2. The system of claim 1 , wherein custom logic in the contact center determines if the confidence level of the identity of the mobile device of the user or the confidence level of the user is below the threshold and in response to the confidence level being below the threshold, uses an additional authentication procedure.
3. The system of claim 1 , wherein the authentication factors of the mobile device are sent by the mobile application as part of a registration process with a cloud authentication service for an individual enterprise of the contact center.
4. The system of claim 3 , and wherein the authentication factors of the mobile device are sent by the mobile application in a first message that comprises at least a first one of the authentication factors and a second message that comprises at least a second one of the authentication factors and wherein the at least first one of the authentication factors comprises a usage characteristic of the mobile device.
5. The system of claim 1 , wherein the authentication factors of the mobile device comprise a plurality of times when a plurality of telephone calls were made by the mobile device and a plurality of times were a plurality of telephone calls were received by the mobile device.
6. The system of claim 5 , wherein the authentication factors of the mobile device are combined with biometric/password authentication to confirm the identity of one or more of the mobile device or the user.
7. The system of claim 1 , wherein at least one of the authentication factors of the mobile device is invalidated based on a smart watch of the user not being in proximity to the mobile device of the user.
8. The system of claim 1 , wherein at least one of the authentication factors of the mobile device is validated based on a smart watch of the user being in proximity to the mobile device of the user.
9. A method comprising:
receiving, by a microprocessor, from a mobile application in a mobile device of a user, a call request for establishing a call with a contact center, wherein the call request comprises an identity token that is generated in response to an authentication process that captures authentication factors of device of the mobile device of the user to confirm an identity of the mobile device of the user;
determining, by the microprocessor, if the identity token is valid; and
in response to determining that the identity token is valid, sending, by the microprocessor, the call request with the identity token to the contact center for validation of the identity of the mobile device of the user;
sending, by the microprocessor, a notification of the incoming call with a plurality of call identification factors, wherein the plurality of call identification factors comprise a confidence level of the identity of the mobile device of the user and a confidence level of an identity of the user, wherein sending the call request with the identity token and sending the notification of the call with the plurality of call identification factors are used to determine if the call is established to not established between the mobile device and the contact center; and
establishing, by the microprocessor, the call based on the confidence level of the identity of the mobile device of the user and the confidence level of the identity of the user meeting a threshold.
10. The method of claim 9 , wherein custom logic in the contact center determines if the confidence level of the identity of the mobile device of the user or the confidence level of the user is below the threshold and in response to the confidence level being below the threshold, uses an additional authentication procedure.
11. The method of claim 9 , wherein the authentication factors of the mobile device are sent by the mobile application as part of a registration process with a cloud authentication service for an individual enterprise of the contact center.
12. The method of claim 11 , wherein the authentication factors of the mobile device are sent by the mobile application in a first message that comprises at least a first one of the authentication factors and a second message that comprises at least a second one of the authentication factors and wherein the at least first one of the authentication factors comprises a usage characteristic of the mobile device.
13. The method of claim 9 , wherein the authentication factors of the mobile device comprise when a memory or a Subscriber Identity Module (SIM) card was installed or removed.
14. The method of claim 9 , wherein at least one of the authentication factors of the mobile device is invalidated based on a smart watch of the user not being in proximity to the mobile device of the user.
15. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprise at least one of a hardware upgrade history and a power up/power down history.
16. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprises a list of email addresses used for sending and receiving emails.
17. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprises a number of applications installed at a specific time.
18. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprises an operating system version installation history.
19. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprises a location history of the mobile device of the user.
20. The system of claim 1 , wherein the authentication factors of the mobile device of the user comprises an angle that the mobile device of the user is typically held by the user.