Selecting the optimal Multi-Factor Authentication (MFA) solution for your BPO contact center is a high-stakes decision. It requires carefully considering cost, scalability, deployment ease, and compliance with standards like PCI DSS v4.0. Balancing these elements is critical, especially in an industry with thin margins.
Traditional MFA solutions often pose challenges for contact centers, particularly those adhering to PCI SSC guidelines that discourage the presence of mobile phones on the floor for security reasons. Many contemporary MFA solutions rely heavily on mobile device users, introducing an additional hurdle. If an employee lacks a smartphone, the organization may incur the costly and unsustainable obligation of providing one.
With only so many options, contact centers typically end up with an MFA policy that is not really compliant with PCI DSS standards and industry best practices. Most are looking for a PCI-compliant solution that supports a clean desk policy environment without mobile phones. However, the solutions come with massive downsides or hidden costs at every turn, making teams swallow a bitter pill.
Historically, hard tokens served as an alternative to mobile-centric MFA. However, they come with their own challenges, including the high upfront cost of tokens, the risk of loss or damage, and the time-consuming process of ordering, issuing, and reissuing tokens—especially problematic in industries where agent downtime is a concern and industries with high employee turnover.
Twosense’s behavioral Multi-Factor Authentication is a transformative solution tailored for contact centers. Fueled by behavioral biometrics, this desktop-software-only MFA eliminates the need for mobile phones. In a contact center with a team of 1,000, Twosense MFA can be deployed for as little as $72,000 annually, making it a more cost-effective option than its competitors.
Hard tokens, such as YubiKey, are currently priced at about $50 per unit, making the initial purchase price for the same contact center with a team of 1,000 agents $50,000, not including factors such as procurement, replacement, or management costs once the hard tokens have been assigned to agents. In fact, the total cost of ownership for hard tokens can be as much as 6x more expensive than Twosense’s solution.
Read The Cost Saving Analysis: Twosense vs. Yubikey Blueprint here.
Unlike traditional MFA methods, Twosense does not demand the assignment, reassignment, or management of seats and devices. Its unique design counts only those actively using the software in the last 30 days, minimizing administrative friction and preventing wasteful spending.
Twosense behavioral MFA eliminates interruptions common to both hard tokens and soft-token-based MFA. Agents no longer need to pause their tasks for MFA challenges, maximizing their efficiency and enabling them to focus on customer interactions. Additionally, Twosense's behavioral biometrics make it inherently phishing-resistant, providing an extra layer of security to safeguard against evolving threats.
In conclusion, Twosense MFA revolutionizes identity security for BPOs by offering a no-phone, software-only MFA solution that is not only PCI DSS compliant but also cost-effective and efficient. This innovation enables BPOs to deploy MFA seamlessly across their entire user base, enhancing security without compromising user experience or incurring unnecessary expenses.