Caller Verification for Help Desks and Call Centers
Protect help desks and phone-based support channels from impersonation attacks. Verify every caller’s identity before account changes, password resets, or sensitive escalations.
The Problem
Most support lines still rely on static questions or manual lookups to verify identity — methods that are easily bypassed by social engineering. Without real-time verification, help desks become easy targets for account takeover, fraud, and compliance violations. Compounding this risk, cybercriminals are now leveraging generative AI to create synthetic identities and deepfake voices. These AI-powered impersonation attacks are highly convincing and increasingly difficult for agents to detect without strong verification protocols in place.
The Solution
Credenti SafeLine protects help desks and call centers from impersonation by verifying caller identity in real time using flexible, secure challenges such as TOTP, number matching, or biometric proofing. Agents initiate the verification process, tailored to each scenario — from quick code checks to document-and-selfie verification. Each challenge is time-bound, monitored, and logged for compliance. The result: reduced risk, faster resolutions, and trusted caller interactions without unnecessary friction.
Where It Matters
IT Help Desk
Authenticate internal users before performing password resets or unlocking accounts.
HR Support Lines
Verify employees and contractors before releasing PII, benefits data, or employment details.
Call Centers
Ensure inbound callers are legitimate before providing account access or support information.
Student Services
Confirm student identities before discussing enrollment, financial aid, or academic standing.
Government Hotlines
Meet CJIS and NIST standards by verifying constituents or staff during phone-based interactions.
Healthcare Support
Verify patients or providers before disclosing PHI or making changes to medical records.
Boost Satisfaction for Everyone
Designed for simplicity and ease of use, SafeLine delivers frictionless experiences for both support agents and end users — improving satisfaction while strengthening security.
The Credenti Differentiator
Use Any Browser & Camera
Callers can complete ID document verification and liveness detection using any device with a browser and camera — no app downloads required. Works on mobile, desktop, and shared terminals.
Agent-Guided Verification
Support agents initiate verification flows and track real-time responses, ensuring control stays in the organization’s hands — not left to end-user interpretation.
No App Lock-In
Supports a range of authenticators including Google Authenticator, Okta Verify, Microsoft Authenticator, and more — flexibility that fits your ecosystem.
Biometric Identity with Liveness Detection
Combine government-issued ID verification with AI-based facial recognition and liveness detection to prevent spoofing, even during remote calls.
Cut Password Reset Calls
Reduce account lockouts and eliminate most password reset tickets by removing passwords from the help desk workflow.
Enhance Operational Efficiency
Streamline caller authentication and reduce average call handling time with real-time identity verification flows.
What Makes It Secure
Multi-Factor Caller Challenges
Use TOTP, push notification number matching, or biometric ID to confirm identity.
Real-Time Verification
Agents verify identity live, before proceeding with sensitive support actions.
Compliant by Design
Built to align with Zero Trust, NIST 800-63, HIPAA, and CJIS standards.
