Case Study: Xpressa improves call center verification speed with authID Verified Identity Portal

Xpressa - Customer Case Study

Xpressa, a provider of safe, secure, and fast point-of-sale and online payment gateway solutions, needed a faster way for call center agents to identify merchants when they called for support. The company wanted greater certainty that callers were who they said they were, to help prevent fraudulent requests such as changing a merchant’s funding bank account information. authID provided the identity verification technology used in the case study.

authID implemented its Identity Portal with Verified, its biometric multi-factor authentication solution, enabling agents to trigger an authentication request to a customer’s mobile phone and receive real-time confirmation after a selfie match. The result was stronger biometric security, faster customer verification, and better service: verification time dropped from 60 to 90 seconds to 20 to 30 seconds, saving about 20 minutes per agent per day. authID also helped Xpressa improve customer experience by allowing payment profile changes to be approved immediately without additional mailed documentation.

Xpressa

Preyen Singh

Operations Manager