Webex by Cisco and Journey Alter Identity Authentication and Security

Webex by Cisco and Journey Alter Identity Authentication and Security

By Greg Tavarez

High-profile data breaches, ransomware attacks, and the potential for significant economic and reputational damage have elevated cybersecurity to a top priority for safeguarding sensitive information and critical infrastructure in today's world. You can see how my TMC colleagues and I cover this topic extensively.

If anything should be taken away from those articles, it should be this. Investing in robust security measures is not only a best practice but also a strategic imperative for modern organizations in an increasingly interconnected and digital business environment. Among those best practices is identity authentication and transaction security.

Identity authentication and transaction security are essential for protecting sensitive data, complying with regulations, preventing fraud, maintaining customer trust, mitigating financial losses and safeguarding an organization's reputation.

To fortify digital defenses, ensuring high levels of identity authentication and transaction security for individuals and organizations alike, Webex by Cisco looks to Journey through a partnership.

Journey's specialized identity network is designed to give businesses secure and effortless contact center interactions spanning voice and digital channels. The integrated identity platform facilitates a range of essential functions, including identity validation, user authentication, secure digital disclosures, and protected transactions, all through the utilization of smartphone sensors.

Information, inputs or images shared by the caller undergo encryption and are transmitted via Journey's highly secure Zero Knowledge Network, effectively thwarting fraudulent activities while ensuring a smooth and expedient customer experience.

Journey also goes the extra mile in bolstering security by introducing its patented and exclusive encrypted identity network, which harnesses various digital inputs from a user's smartphone. This encompasses features such as FaceID, capturing images via the phone's camera, electronic document signatures, and more. All interactions between the agent and the customer are established through verified and encrypted connections, fortifying the overall security posture and trustworthiness of the platform.

How this impacts the partnership, customer experience is streamlined, and security is enhanced for businesses that utilize Webex Contact Center.

"Webex by Cisco puts such a strong focus on security and on customer experience," said Journey co-founder and CEO Brett Shockley. "With the new Journey integration, Webex Contact Center customers can elevate their security, privacy and compliance while also significantly enhancing customer experience."

As the partnership unfolds, users can anticipate a more secure and trustworthy digital environment, allowing them to focus on what matters most – productive collaboration, innovation and peace of mind in an interconnected world.

Journey's identity solutions are available immediately on the Webex App Hub for integration into Webex Contact Center's voice channel, IVR and agent desktop.




Edited by Alex Passett
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