Securing inbound call center

[Parinita0009]

Hi SNOW community,

We are in the process of migrating to SNOW portal. In between this we came across a scenario to ascertain ways to secure our inbound call center. Meaning if an external caller directly calls to the IT helpdesk - what are the ways to confirm his/her identity over phone call. Currently most of the call centers ask for first/last name etc. but it somehow leads to a possibility that an hacker can impersonate the actual employee and might end up performing unwanted activities within the organization or even an attack for that matter.

I know SNOW as an application/web service does have security controls once the user is logged in but if it is via call, does SNOW have any possible security feature like - service codes (refer Netflix account security etc)

[Dr Atul G- LNG · Accepted solution]

Hi @Parinita0009 

This answer is not completely mine but I checked with friends, 

use MFA

use some apps which can be OTP way and ask users to submit that during call.

[DayanaraReed]

Securing your inbound call center is crucial, especially in the IT world. I get your concern about impersonation.

[DayanaraReed]

Securing your inbound call center is crucial, especially in the IT world. I get your concern about impersonation.To beef up security, consider implementing something like unique PINs or passcodes for employees. This adds an extra layer of verification beyond just asking for names.As for SNOW, it's solid for web service security, but for calls, it might not have specific features. Still, integrating with a secure authentication system could help bridge the gap.If you're looking for more insights, check out call queues. They can streamline your inbound calls and might have some security features to explore.

[SanjayP08230494]

I had same issues Parinita. You can check Assertion Secure Voice.. It's a security solution for voice systems on both inbound and outbound side.