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Session / Deployment & Leading Practices

Streamlining Identity Proofing in the Contact Center: MassMutual’s Trusted Identity Program

Tuesday, June 22
1:30pm - 1:55pm MDT

The Trusted Identity Program was established to facilitate a holistic, omni-channel approach for developing trust with the identity of users as they interact with MassMutual. Beyond establishing trust, the customer authentication approach used in the contact center also improves customer and agent experience while reducing call times. Join this informative session where Judy Burt, Technical Program Manager and Delivery Lead, & Melissa Glynn, Head of Fraud Strategy and Prevention, will share MassMutual’s journey to a streamlined identity proofing approach that meets the business’ needs for security and the customer’s need for ease of use.