Uniken
A Fraud to Zero Security Solution for the Contact Center Space

In the financial arena, where sensitive information about high-value transactions is relayed over phone calls, businesses seek to improve their communication channel security to cope with evolving threats.

At the vanguard of addressing this need is Uniken, a customer-first focused business that successfully drives fraud to zero while maintaining a customer's contact center experience. Through its leadership team's comprehensive business and technical expertise, Uniken competently meets security requirements to help clients achieve their business objectives.

"We deliver multiple security layers in a single cohesive package that ultimately acts as a driving force to significantly decrease fraud and risks in a business's contact center," says Nishant Kaushik, CTO of Uniken.

Generally, a customer's first authentication takes up to 45 seconds. Uniken brings this number down to five seconds with simple functionality that delivers significant cost savings over time. This financial benefit helps businesses optimize their contact center workflow and better support internal teams.

At the heart of this is the businesses customer-facing mobile application enhanced with the Uniken REL-ID SDK security features, which quickly validates user identity and simplifies interaction, bringing a higher level of security to their contact center experience. The app quickly and securely authenticates customers, allowing contact center agents to verify not only their identity, but also account transactions, addresses, beneficiary details, or other changes, markedly reducing authentication and transaction time.

From a customer standpoint, Uniken allows users to digitally approve any sensitive transactions with a simple inapp experience that is cryptographically secured and strongly authenticated. It also provides non-repudiation for securing transactions and full audit trails with digital signatures that can be used as proof during reviews.

Today, question-answer (Q&A) authentications have become increasingly vulnerable to social engineering attacks; even verbal passwords and pin-based verification are susceptible to the everevolving threat of cyber criminals. Bypassing these, Uniken uses robust authentication mechanisms and highsecurity channels to instantly cross-check a customer's information or modifications to align with their needs.

Going beyond improving end-user and business security while reducing fraud, Uniken's solutions save operational costs. Its quick authentication process minimizes a call center agent's responsibility by replacing their cumbersome Q&A-driven customer verification processes with an efficient mobile channel. Essentially, Uniken enables contact centers to focus on increasing customer satisfaction scores instead of getting bogged down by inefficient and vulnerable security processes.

Expanding these capabilities, Uniken protects against man-in-the-middle (MITM) attacks. It provides a MITMproof, secure, and encrypted channel between the app and the backend, allowing access to full-fidelity data and eliminating the fear of data interception, alteration, or loss. Uniken also ensures a customer's device does not compromise data safety by consistently monitoring them for malware, spoofing apps, or other threats as part of its end-point threat detection.

We deliver multiple security layers in a single cohesive package that ultimately acts as a driving force to significantly decrease fraud and risks in a business's contact center

When onboarding clients, Uniken thoroughly understands a customer's existing contact center scenario, use cases, and workflows to identify pain points and areas where they can gain maximum value. Applicable to diverse scenarios, its analysis makes the customer’s and contact center agent's experiences intuitive, easy, and error-free. Post analysis, Uniken integrates its solution, personalized with the desired in-app messaging and customer communication capabilities, with a client's existing systems. This dramatic change to a business's consumer authentication process has profound positive effects on customer experience.

A customer story exemplifying Uniken's impact is that of a retail bank that needed help verifying high-value transactions. This client could not allow users to initiate wire transfers from their choice of digital channels since their security and compliance team found various vulnerabilities. In short, their customers had to visit a physical branch to verify documentation for every digital transfer above certain limits.

Thoroughly assessing these needs, Uniken enabled wire transfers through its safe and secure digital mobile channels that seamlessly connected customers with a reliable contact center agent. Ultimately, its support enabled the client to instantly verify customers and gain the ability to offer digital signature-based approvals as a final confirmation for their end customers that their transactions are secure.

Uniken will continue working toward resolving potential fraud while allowing organizations to focus on their broader objectives of making customers happy through effective outreach and communication.