authID
About authID® authID® (Nasdaq: AUID) ensures enterprises “Know Who’s Behind the DeviceTM” for every user login and transaction. authID's patented biometric identity platform offers user-friendly, best-in-class 700ms authentication time with the highest accuracy and data privacy protection. authID empowers customers to stop fraud at every stage of the user’s digital journey – including onboarding, login, account takeover attempts, payments, and wire transfers – and increase conversions by eliminating password risks, detecting and stopping deepfake attacks, and providing a secure, frictionless user experience. Why authID & Zendesk authID’s integration with Zendesk empowers companies to stop fraud at the call center or help desk with its Proof (identity verification) and Verified (biometric authentication) solutions. authID significantly improves security and efficiency in call centers by addressing key authentication challenges in customer service environments. Plus, in environments where call center staff work remotely, authID’s cloud-based, passwordless authentication provides an additional security layer by ensuring only verified agents can access systems, thus safeguarding sensitive customer data from unauthorized access. Benefits Stop fraud at the call center or help desk: Prevent fraud, account takeovers, and unauthorized access to sensitive account information and company applications. Increase account security: Eliminate reliance on outdated security questions or PINs, which are vulnerable to social engineering and can frustrate customers. Speed up authentication: fast, secure, customer interactions in less than a second — it is more secure and more accurate (1 to 1 billion false match rate) than Apple FaceID and is not bound to the device. Improve user experience – Quick selfie means no OTP or authenticator apps to gain access to accounts. Data & privacy compliance – authID doesn’t store biometric information, making it compliant with regulations such as GDPR, CCPA, BIPA and more. Easy Integration – authID seamlessly integrates with Zendesk to boost operational efficiency and maintain compliance with strict regulatory standards. How authID Proof works? During initial account creation, Proof identity verification captures and validates a customer’s ID document and live facial image, ultimately creating a biometric 'root of trust' that ensures only authorized users can call in for account access. How authID Verified works? For ongoing identity verification, authID Verified biometric authentication allows callers to authenticate using a live selfie that matches their existing profile, which is processed instantly for liveness and accuracy without storing biometric data. Data Handling & Privacy authID's Zendesk integration accesses and processes the following data from your Zendesk account: Data Accessed: * Ticket requester's name, email address, and phone number — used solely to initiate an identity verification or biometric authentication request through the authID platform. * Ticket ID — used exclusively to write back a private internal note to the ticket with a summary of the verification result, visible only to agents. No other Zendesk data is read, stored, or transmitted by this integration. How Your Data Is Used: * Requester contact information (email or phone number) is passed to authID's servers to deliver a verification link or initiate a biometric transaction. This data is used only for the duration of the active verification session and is not retained by authID after the transaction is complete. * Verification results (pass/fail status, transaction ID, document details) are written back to the Zendesk ticket as a private internal note and are never shared with third parties. Data Storage & Retention: * authID does not store biometric data. Facial images captured during a verification session are used only for real-time liveness and matching, and are discarded immediately after the session ends. * API credentials (API Key and API Secret) are stored using Zendesk's encrypted secure app settings and are never exposed in the browser or to end users. Compliance: authID is compliant with applicable data privacy regulations including GDPR, CCPA, and BIPA. Learn how we handle your data in our Privacy Policy.
CloudAgent
Available to all customers on a Zendesk Suite plan or Customers with Support + Talk Partner Edition - Learn more at https://www.zendesk.com/pricing Cloudagent Cloud Contact Center Inbound | Outbound | Blended call center in a browser Provide Multi-channel ACD (Voice, Email, SMS, Social Media), IVR, Dialer, Quality Monitoring, Interaction Intelligence and more right from your browser within the Zendesk interface. Start your contact center in 5 minutes. Advantages Zero installation, all contact center applications delivered out of browser Improve support with Screenpop and Click to Call Automatically tag calls to tickets Use advanced call center features like call transfer, hold, conference right from the Zendesk interface Track agent performance Barge-in and Advanced analytics Improve Agent Efficiency Cloudagent unified desktop gives agent single window access to all contact center applications such as multiple-channels, dialers and more. Cloudagent, with its advanced features like screen pop, ACD, skill routing, sticky agents, agent scripts etc has been proven to improve the contact center agent efficiency by 60%. Get Insights Interaction Analyst in Cloudagent is an advanced business intelligence tool which helps you get insights into your contact patterns. It offers more than 300 reports across all dimensions of a contact center. It can help you answer questions like Who is the most efficient agent? What is the average call handling time for support skill? What is the peak hour for my call center? Reduce Call Handling Time Customers contact your contact center to get answers. Cloudagent, with Cloud IVR you can design complex IVRs integrated with your back-ends to answer caller queries before they reach your agents. Agents have access to contextual information about the caller including previous contact history. Quality Monitoring Cloudagent integrated voice logger allows supervisor to judge agent performance in context of the contact i.e. campaign, skill etc. Cloudagent allows to custom define the different weightage parameter applicable to particular skill/process allowing agent performance to be judged in terms of parameter that impact the process performance the most. Open API Integrate easily with Zendesk. Greet callers with status of their ticket. Data Disclosure This app accesses and uses the following data from your Zendesk account: User Information: Agent name, email, and ID for authentication and call association Ticket Data: Ticket IDs, subjects, and customer information for screen pop and ticket creation Call Data: Call logs, recordings metadata, and disposition codes are stored in CloudAgent servers for reporting and quality monitoring Data is processed to enable CTI functionality and is retained according to your CloudAgent subscription terms. View our Privacy Policy
