When you establish trust between your organization and your customer, you are creating a relationship that lasts, if you’re committed to maintaining it, for life. Verifying that a customer is truly who they claim to be is the essential first step in this endeavor – and it’s critical to businesses across industries, from financial services to telecommunications to the public sector and beyond.
We’ve all experienced frustration and anxiety during account opening and verification processes. Our worldwide customers, some of whom enjoy best in class NPS scores in the 60s and 70s, often tell us that around 40% of their Net Promotor Score is based on how easy Daon helps them make it for their customers to do business with their organization. Identity Continuity, Daon’s most unique and robust offering, is our market-leading approach to establishing lifelong trust with customers throughout their entire digital identity journey. It’s the most secure, convenient, and user-friendly way to verify identities, allow users to conduct seamless transactions, and protect every party’s data from fraud across your entire organization.
It’s time to say goodbye to thinking of each account interaction as a discreet transaction with rigid verification requirements. Identity Continuity places your business – and, most importantly, your customers – at the forefront while protecting the delicate balance between security and access with advanced technology. No more implementing siloed processes behind onboarding/eKYC, account access, and the addition or recovery of devices and credentials, and no more adopting a one-size-fits-all mentality towards customer experience. With Identity Continuity, identity experiences are treated as journeys that are as unique as each individual customer and tailored to fit the needs of each use case.
It’s an end-to-end service across a customer’s entire lifecycle – with any company, and in any industry. And it’s only available through Daon.
Competitors may claim these abilities, but their solutions are frequently designed around “happy path” consumer transactions that put the customer in a penalty box if anything different happens during their interactions. Identity Continuity solves for the millions of edge case transactions that organizations must address – without the need for costly, moderated actions by customer service teams.
With Identity Continuity, businesses can still implement different levels of security for different channels by requiring specific or multiple authentication factors (MFA) to gain access.
The foundation of Identity Continuity is the concept that each customer uses a single identity, established once and seamlessly authenticated going forward, that is viewed wholistically by the organization to which they wish to onboard or access an account with. Their identity is accessible through any channel – web, apps, contact centers, kiosks, in-person – any time, with low friction and seamless movement between channels. Identity Continuity eliminates dangerous gaps between siloed identity proofing and authentication strategies that often rely on multiple vendors and systems, which creates space for fraudsters to infiltrate IAM/CIAM and wreak havoc on a brand’s reputation.
How Identity Continuity works
Identity Continuity starts with identity proofing/eKYC. When a new customer attempts to open an account, in addition to submitting a government-issued ID (which is tested to be real, valid, and unaltered), they are asked to provide a selfie. This is checked via liveness detection to protect against fraudsters attempting to deepfake, injection, or AI attacks to pass themselves off as a genuine user. Patented facial biometric algorithms compare the captured image against the image on the ID document, which can also be compared to watchlists and existing templates. Once verified, a unique, encrypted facial biometric template is created and securely stored for future authentications.
This allows any business to have a high level of confidence that a user is a real person with a genuine identity, whether the person is opening an account in-person or using the web, their mobile device, or calling a contact center for account registration.
The customer’s facial biometric is verified and can be used for future authentications to grant account access. Depending on a business’s security guidelines, the customer can also establish any number of other authentication factors – from PINs and passwords to authentication apps they use on known devices, to fingerprints and voice biometrics – when they onboard or any time thereafter. The fact that each of these factors is connected to the same account ensures a smooth experience whenever a customer returns, and in whatever channel they use. This also allows organizations to give their customers more personalized services: when you know exactly who your customer is at every point of interaction, you can customize your efforts to best suit their needs.
With Identity Continuity, businesses can still implement different levels of security for different channels by requiring specific or multiple authentication factors (MFA) to gain access. But the idea is: through any channel, a customer can also have their choice of several factors they can use to fit their location or situation. This ensures that a customer can access their account, no matter where they are or what technology they are using, by providing one or more of the authentication factors for that channel. The same holds true for adding devices or resetting a credential. By having a single record connected to factors built on who the customer is, they can safely maintain their own account access.
The best part is that Identity Continuity’s components – proofing/eKYC, authentication, and recovery – can be used separately, together, or in any combination your organization needs. Whether you want to begin by just using voice authentication for your contact center, and later look to add passwordless authentication to your workflow, Daon offers advanced solutions on a unique platform that, as your needs grow, can easily incorporate your existing customer records. Our customizable products and Identity Continuity platform model are intentionally and carefully designed to expand with your business.
The future of identity is already here
The future of identity technology is, by nature, flexible, nimble, and safeguarded against whatever is next, whether that’s the expansive capabilities of fraudulent AI or advanced SIM-swapping techniques. To protect the people and the data most important to us, embracing futureproof solutions is critical.
The future of identity looks a lot like Identity Continuity – are you ready to embrace it with us?
