IDaaS uses emerging technologies to reduce the risk of identity fraud, which cost US consumers more than $16 billion in 2016. The threat to contact centers is twofold: on the one hand, they are a target from which personal data can be extracted and exploited elsewhere, and on the other hand, they are subject to attempts to fraudulently access accounts.
The Avaya-Post Quantum collaboration focuses on creating a fully autonomous identity system, giving individuals direct control over their own identity attributes and credentials. The mobile-first IDaaS incorporates industry-leading biometric technology to authenticate mobile calls, unlocking sensitive data and using blockchain to enable contact centers to authenticate customer identity and data.
Since data security is paramount to this collaboration, all system data will be protected by quantum-resistant encryption to ensure the highest level of cybersecurity. Sensitive data is stored in a secure vault using tokenization and encryption that can withstand quantum-computing attacks, safeguarding stored data against future threats. This vault is only accessible with multi-party approval, preventing unauthorized access by data center personnel. The product also uses blockchain technology to record interactions between contact centers, increasing transparency and ease of auditing. Subsequently, IDaaS will be available independently of Avaya Mobile Experience, as an additional service for current and new customers.
“Securing personal data and verifying identity are two of the top challenges for contact centers. As a key focus for Avaya, we see this as a major step forward in using emerging technologies like blockchain to address a current business need. Now, we have the ability to take verified identities and link them to actions taken. Incorporating this into Avaya Mobile Experience is just the beginning of what we can do with trusted identities, and we see greater relevance for a wide range of business applications,” said Laurent Philonenko, senior vice president and general manager, solutions and technology, Avaya.
“We are pleased to partner with Avaya, which shares our vision for future-proof solutions. Trust in identity has become critical to conducting business, and since this means handling sensitive personal data, which has a long lifespan, it is essential to protect it against current and future threats,” commented Andersen Cheng, CEO, Post-Quantum.
