Journey’s Biometric Authentication Tech Added to Avaya HCS

The technology enables contact centres to authenticate agents with biometrics

Contact CentreLatest News

Published: August 23, 2023

James Stephen has grown its Avaya Hybrid Cloud Services (HCS) offering with the addition of its biometric authentication technology.

This capability allows Avaya’s on-premise contact centres to authenticate agents using biometrics rather than passwords.

According to Journey, its biometric authentication technology results in greater security, such as reducing fraud, as well as an improved agent experience.

Emir Susic, Global Vice President, Avaya Customer Experience Services, said: “At Avaya, we are committed to delivering innovative solutions that enable our partners to thrive in today’s dynamic marketplace.

“We are delighted to partner with Journey on this innovative approach to providing contact centers access to more robust and efficient security.

“With our shared commitment to ‘Innovation without Disruption,’ we stand ready to support any future digital journey our customers envision.”

Journey’s technology allows agents to authenticate their desktop applications biometrically using a simple face scan, making it easier to log in quickly.

It also removes the need for password resets, which cost around $70 – $80 per reset, and it helps to protect corporate data by eliminating the risk of passwords being compromised or shared.

An optional feature of the solution is Continuous Biometric Authentication, which performs intermittent face scans, which can detect multiple faces, to ensure that only the authorised individual is accessing an organisation’s assets and data.

Supervisors are simultaneously equipped with a dashboard that shows the authentication events of their agents, which leads to better security and saves agents time by no longer needing to manually reauthenticate themselves throughout the day.

Brett Shockley, Co-Founder and CEO, of Journey, commented: “We are proud to work with Avaya in providing customers quick, cost-effective identity solutions leveraging Journey’s Trusted Identity Platform.

“Enabling biometric authentication in HCS is a game changer for contact centres that want to operate more securely and efficiently.

“Our patented Zero Knowledge Network enables a wide range of SaaS identity solutions, and Journey’s biometric authentication is a great way to achieve both better security and a far better user experience.”

Journey has also announced that in the coming months that it will introduce further identity solutions to HCS, including Customer Authentication, powered by its Zero-Knowledge Network.

Customer Authentication gives Avaya customers access to smart device capabilities, like facial biometrics and document scanning, while standardising the way in which customers request, collect, encrypt, and route sensitive information.

Journey has a growing patent and trademark portfolio, which it believes provides a strong foundation for its solutions and doubles down on its commitment to safeguarding data.

In August 2021, Avaya invested in the digital identity platform provider, Journey.AI, although it did not reveal the exact terms of the transaction.

Meanwhile, Avaya has been shaking off its financial woes, which led to the exit of Jim Chirico and the entry of Alan Masarek as Avaya’s CEO.

Avaya is now trying to capitalise on its fresh start, following its emergence from Chapter 11 bankruptcy.

Masarek has been busy setting his new CCaaS-focused, “innovation without disruption” vision in place, which Kerravala told UC Today at Avaya ENGAGE is precisely what its customers want.

The challenge now for Avaya is putting its words into action by providing, for example, cutting-edge technology like Journey’s biometric authentication technology, without ousting customers from systems they already know and trust.



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