Secure Conversation
When customers call banks, insurance companies, or healthcare providers, the organization must be able to verify their identity – while the conversation is ongoing.
With Secure Conversation, the organization initiates authentication directly from its system. The customer approves using eID on their own device – without time-consuming security questions.
Make phone call authentication safer for your customers
Enhance security with eIDs
eID authentication guarantees secure identity verification for your customers. Enhance the safety of your phone call verification process with eIDs
Protect users from phone scams
Caller authentication assures your users that they are talking to a real company representative. For example, Swedish BankID displays security questions during authentication to warn your users of scammers.
Simplify the process
Caller authentication makes the process easier for your users. Instead of asking security questions over the phone, you can initiate the authentication for them.
Choose the correct implementation
Identity must not be lost when the conversation begins.
Whether the customer calls, chats, or is escalated from an AI assistant, you must be able to verify their identity securely – without security questions, without unnecessary friction, and without burdening advisors.
Here are three ways to implement Secure Conversation.
The fastest implementation
Bring strong authentication directly into your existing contact center and chat platform.
You get:
- Verification with eID
- Verification before or during the conversation – on the phone or in AI escalations
Value for you:
- Reduce the risk of social engineering
- Eliminate security questions from the conversation
- Shorter handling times
- Integrates into your existing workflows
- Fast implementation
Recommended for:
Organizations with an established CX/contact center platform that want a proven and scalable solution.
You implement it yourself, using your own resources
Build authentication directly into your own flows via API – for those who want to build it themselves.
You get:
- CIBA flow via our API
- Verification with eID
- Full architectural flexibility
Value for you:
- Maximum technical control
- Ability to create customized workflows
- Integration on your own terms
Recommended for:
Companies with in-house development resources and responsibility for implementation and operations—
and with specific requirements for how data is passed through their systems.
A tailored solution in close collaboration
A complete implementation where we design and configure Secure Conversation together with you.
You get:
- Platform integration
- Customization of flows and security levels
- Advisory on processes, governance, and compliance
- Dedicated onboarding
Value for you:
- Fast and secure implementation
- A solution tailored to complex requirements
- Strategic guidance across channels
Best suited for:
Larger organizations with multiple systems and high regulatory requirements, as well as technical providers with many CX customers.
Trigger the authentication and let the customer complete it on their phone
Typically, users authenticate on the same device. However, during calls with banks, insurers, or doctors, they may need to verify their identity directly on that call.
CIBA enables this by facilitating authentication between the caller and the organization. With CIBA, users can complete eID authentication without initiating the process themselves.
Explore more resources
Take a look at our guides, documentation, and blog posts to help you understand Caller authentication and CIBA
Learn the technical side of how CIBA works
Learn the basics about CIBA and its use cases
How to authenticate callers with Twilio, CIBA and BankID
How to implement Swedish BankID in telephone calls
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