A method and system for authenticating customers on call are disclosed. The method includes providing a notification to a customer on an electronic device associated with the customer. The notification is provided in response to the customer placing a call for seeking an interaction with an agent of an enterprise. The notification is configured to trigger authentication of the customer using an application on the electronic device. A status of the authentication of the customer is received from the application on the electronic device and, if the status of the authentication of the customer is a success, the call is connected to the agent to facilitate the interaction between the customer and the agent.

A wireless control device is provided with: a first wireless control unit that acquires first information including information indicating first positions of persons by using a first wireless method; a second wireless control unit that connects to wireless devices by using a second wireless method, and acquires second information that includes device identification information for identifying the wireless devices and information indicating second positions of the wireless devices; and an information control unit that selects the first position within a prescribed range from each second position, and specifies person identification information linked with the device identification information of the second position as the person identification information of a person present at the selected first position.

The present disclosure provides various embodiments of methods for intelligent active speaker identification and information handling systems (IHS s) utilizing such methods. In general, the methods disclosed herein may be used to accurately identify an active speaker in a communication session with an application or an IHS, regardless of whether the active speaker is alone, in a group environment, or using someone else's system or login to participate in the communication session. The methods disclosed herein may use voice processing technology and one or more voice identification databases (VIDs) to identify the active speaker in a communication session. In some embodiments, the disclosed methods may display the identity of the active speaker to other users or participants in the same communication session. In other embodiments, the disclosed methods may dynamically switch between user profiles or accounts during the communication session based on the identity of the active speaker.

In one embodiment, a network interface receives a communication request. A processor then verifies caller information in the communication request with a certification procedure. The processor obtains a first indicator based on the certification procedure. The first indicator includes information associated with a first certificate management procedure. The processor generates a second indicator based on the first indicator. The second indicator includes information associated with a second certificate management procedure.

A computer-implemented method for validating the origination of an incoming customer call on a wireless communication network may include receiving a SIP invite message at the wireless communication network when the call is initiated, determining whether the SIP invite message includes one or more indicators indicating that the call originated within the wireless communication network from a device with a SIM registered in the wireless communication network, and writing a classification code to a database indicating that the call is validated if the SIP invite message includes the one or more indicators. The method may further include receiving the call at an agent computer device with caller identification information, querying the database via the agent computer device according to the caller identification information to obtain the classification code of the customer call, and suppressing a step used for call authentication if the classification code indicates that the call is validated.

In some implementations, an internet protocol multimedia subsystem (IMS) may receive a device identity of the user device as part of an emergency call. The IMS may transmit the device identity to an emergency call server (ECS). The IMS may receive, from the ECS, a subscriber identity of the user device. The IMS may transmit the subscriber identity to a public safety answering point (PSAP) through a next generation core services (NGCS) network that uses a Stir and Shaken protocol. The emergency call is then established with a true subscriber identity of the user device.

A device detects a communication involving a user associated with an account and a service representative, and sends, to a user device associated with the account, an authentication notification that causes the user device to display an authentication field for the user. The device sends, to a service representative device associated with the service representative, a message that indicates that the service representative is to request, via the communication, the user to enter personal information associated with the user into the authentication field, where the user device is configured to generate a first authentication code based on a user input received from the user device in the authentication field. The device generates a second authentication code based on personal information associated with the account from a data structure, receives the first authentication code, and performs an action based on the first authentication code and the second authentication code.

A device receives, from a user device, a communication associated with a support issue encountered by a user of the user device and assigns the communication to a position in a support queue based on when the communication is received, wherein the support queue includes data identifying positions of other communications received from other users, and data identifying when the other communications were received. The device processes data identifying the communication and historical communication data describing prior communications associated with the user, with a model, to determine an average time spent on hold by the user for the prior communications. The device modifies the position of the communication in the support queue based on the average time and performs one or more actions based on modifying the position of the communication in the support queue.

A system for identifying the calling device used to place a call in to an enterprise call center. The system also provides information about the network path through which the call was delivered. The system uses active “pinging” in the audio channel during the first few seconds of the call. The device of the invention sends a special sequence of audio tones from the callee to the caller over the audio channel. The system then records and analyses the resulting incoming audio and compares them with the original tones. The system uses that information to characterize the calling device, and possibly the network path as well. The system checks this information against previously stored information from a known valid caller to aid in verifying the identity of the caller, or to flag the call for further assessment via other methods.

Disclosed are systems, methods, and non-transitory computer-readable media for verifying an incoming communication. A recipient client device receives an incoming communication including an identifier identifying a second client device as having initiated the incoming communication. A verification service installed on the recipient client device queries a call placement service directory based on the first identifier. The call placement service directory maintains a listing of identifiers for client devices and corresponding communication providers that manage the identifiers. The call placement service directory returns information identifying the communication provider that manages the identifier. In turn, the verification service transmitting a request to the communication provider to confirm whether the second client device initiated the incoming communication. The verification service processes the incoming communication based on the response from the communication provider indicating whether the second client device initiated the incoming communication.