Hugh Kelley (Customer) asked a question.
Using Okta to Authenticate Callers (service desk/call center authentication)
We would like to use Okta's MFA to verify people who call into our service desk. I'm imagining this flow:
- Agent/rep receives a phone call from John.
- Agent pulls up "Okta Authenticator" web page and punches John's email into a form field (or the email address was hyperlinked in). Agent hits the submit/lookup button.
- Agent is taken to the same factor selection widget that John normally sees. Agent asks John which factor he would like to use for verification: Push, OTP from app, OTP from SMS, etc.
- Agent triggers a factor authN from the widget.
- John either acknowledges the push he receives or he shares the OTP to the agent verbally.
- Agent uses the widget to confirm the factor verification and proceeds with the support issue.
Okta factors can be extended to the help desk or call center for caller verification using Caller Verify, which is available on the OIN: Caller Verify | Okta This service is developed by Okta Ascend/Gold partner TechJutsu.
See how it works on CallerVerify.com