Last updated 21 Jun 2023
Authentication is the call centre security process step in which a user's identity is confirmed. We check they are who they claim to be. It requires the use of one or more authentication factors.
There are three different types of authentication factor.
- Inherence Based Authentication – Based on something the user.
- Possession Based Authentication – Based on something the user possesses.
- Knowledge Based Authentication – Based on something the user knows.
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