Insider threat has always been a risk in contact centers, driven by high turnover and aggressive hiring cycles. This pace often leaves gaps in background checks, allowing bad actors to slip in undetected.
As global work conditions shift toward more flexible models, including hybrid and remote work setups, the risk of intentional and accidental data leaks has increased. While many contact centers are returning to in-office policies, the post-COVID reality proved that remote work is sometimes necessary—and often expected by talent.
Compounding the risk are rising social engineering attacks, where unsuspecting employees are manipulated into becoming part of larger fraud schemes. High turnover again becomes a blocker: it’s hard to train teams quickly enough to prevent such compromises.
To protect against insider fraud—whether it’s credential sharing, data theft, or phishing—contact centers need a security solution that supports all work modes and operates behind the scenes without impacting productivity.
Many contact centers use a combination of background checks, session monitoring, and desk restrictions to reduce insider risk. These include:
Most legacy controls depend on static credentials, manual oversight, or the assumption that the logged-in user is who they say they are. That assumption breaks down quickly in remote or hybrid settings, where:
Security leaders are forced into a tradeoff: enforce stricter rules or preserve operational agility. Continuous MFA removes that tradeoff.
Continuous Multi-Factor Authentication (MFA) verifies identity based on how users interact with their devices, such as typing rhythm and mouse movement.
Once a behavioral profile is established, Twosense’s software continuously monitors users in real time and calculates a trust score. If any trust score drops below a certain threshold, indicating potential unauthorized access, the user is locked out or redirected to a fallback multi-factor authentication (MFA) method.
Security teams can configure automated responses based on role sensitivity, industry-specific compliance requirements, or fraud risk levels.
Continuous MFA doesn't just authenticate at login—it keeps verifying identity during every session. Unlike other authentication solutions, Continuous MFA verifies a user's identity throughout the entire session, not just when they log in. Even if an intruder is using stolen credentials, the system will detect them based on a behavior mismatch in under a minute. This makes it impossible for an employee to hand over their credentials to bad actors to commit fraudulent activities.
Since the solution doesn’t require any hardware, it enables organizations to use clean desk policies and not rely on 2FA apps for authenticating their employees. Twosense is also phishing-resistant since there are no credentials for attackers to steal.
Continuous MFA also requires no training for employees, as the agent works behind the scenes without needing any active participation from them. It also means that the solution enhances the organization's security without affecting its productivity or employee morale.
Twosense Continuous MFA gives contact centers the security they need without compromising productivity. It runs silently in the background, supports clean desk policies, and stops credential-based insider fraud, whether it comes from intentional misuse or accidental exposure.
Ready to secure your workforce without slowing it down?