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United Airlines
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Classroom Contents
Contact Center Authentication
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- 1 Introduction
- 2 Twilio
- 3 Examples
- 4 Customer support
- 5 Identifying you
- 6 Authentication
- 7 Results
- 8 Qualitative Data
- 9 The Good
- 10 Netflix
- 11 Netflix Service Code
- 12 American Express Service Code
- 13 United Airlines
- 14 Identity Information
- 15 Recommendations
- 16 Match the rigor of web authentication
- 17 Over the phone authentication
- 18 What about my TOTP
- 19 Strong authentication options
- 20 Agent guardrails
- 21 Limit caller information
- 22 Silent authentication
- 23 Agent dashboard options
- 24 Threat models
- 25 Whats next
- 26 Summary
- 27 QA Session
