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Workforce Management Software

Workforce Management Software

September 18, 2008

West at Home Turns to PhoneFactor for Phone-Based Authentication

By Susan J. Campbell, TMCnet Contributing Editor


PhoneFactor, a provider of security products and services, has announced that West Corporation, a provider of outsourced communication solutions, has selected its phone-based authentication technology for their home-based agent program, West at Home.

In this new partnership, PhoneFactor will help West at Home to protect its clients’ customers from potential identity theft or credit card fraud. As instances of theft and fraud increase throughout the world, customers are demanding more protection and it is important for companies such as West to create a secure environment that is adequately communicated to its customers.

To do so, West was seeking a two-factor authentication solution that complied with Payment Card Industry Data Security Standards (PCI DSS) for their home-based agents throughout the country.

To even be considered, the solution had to be simple to use and rapid to deploy to West Corporation’s thousands of home-based agents. It also had to be affordable to setup and maintain.

The company extensively evaluated several options before selecting PhoneFactor to secure remote access to the call center systems used by their home-based agents to take orders and process credit cards.

"The PhoneFactor solution gives us the strong two-factor authentication that we need to meet the industry's strict regulatory requirements," stated Rachel Roberts, information services project manager for West Corporation.
"PhoneFactor fit all of our requirements and gave us a great alternative to costly security token solutions,” added Roberts.

West at Home is a provider of home-based customer contact solutions. West at Home helps Fortune 100 companies to deliver exceptional results through high quality, better educated agents and a highly scalable, state-of-the-art infrastructure.

The company employs comprehensive agent training, management and monitoring processes, while also featuring multi-layered security protection. This helps companies protect their customer data, achieve a higher level of quality service, improve staffing flexibility and realize a greater return on their investment.

PhoneFactor is a simple two-factor authentication service that is designed to provide far greater security than usernames and passwords. The service can use any phone (mobile or landline) as a second form of authentication. PhoneFactor can be setup in minutes and eliminates the need for tokens, smart cards or certificates.

As virtual contact centers become more commonplace and an increasing number of organizations implement a home-based model, the need for increased security on the network and when interacting with customers is essential. PhoneFactor has proven its worth in the industry, making it an optimal choice for West at Home.

INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year — is going on this week (September 16-18, 2008) in Los Angeles, California! The show features three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Be sure to check out and blogs from Rich Tehrani, Greg Galitzine, and Tom Keating for news highlights from the show. See you there!

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan's articles, please visit her columnist page.

Edited by Michelle Robart


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