Identity and verification
Identity verification without sending your customer away
Before an agent touches a customer's own data, verifies who is asking. The MitID or BankID prompt arrives on the customer's own phone and the agent carries straight on, so approving it takes the same moment as approving a bank transfer. Questions drawn from your own records and a one-time link to the address on the account verify a customer too, and you choose which your business uses.
Verification
Five ways to prove a customer’s identity
National eID
The prompt arrives on the phone already in your customer's hand, and approving it takes the same moment as approving a bank transfer. There is no transfer to a person and nothing to recite, and a national eID is the strongest proof of identity a European customer holds.
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Verify with
Questions
A question only the real customer can answer: the last four digits of an invoice, the delivery postcode, the amount of a monthly payment. You write the questions, and each answer is read live from your own systems as the question is asked.
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Email link
A one-time link, sent to the email address your own record holds rather than an address a customer types into the exchange.
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Caller ID
The number a call arrives from, matched against the phone number on the record and attested by the carrier.
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Recognised sender address
The address a message arrives from, matched against the email address on the record.
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Verificationhappens
wherethecustomer
alreadyis.
Your rules
You decide what each request has to carry
A published price is open to anyone. An invoice asks for a verified customer. A refund or a cancellation can ask for two proofs of different kinds. You set that on each action in each system you connect, and an agent waits until it has what you asked for.
On each channel you choose which methods are open. A voice line can accept a recognised number on its own, or treat it as supporting evidence and still ask a question. A refund above a figure you choose can pause for one of your team. Sensitive fields can be held back from the agent entirely.
A customer is asked to prove it only on reaching something that requires it, and the agent picks the request straight back up afterwards. Anyone asking about your opening hours is answered and left alone.
Your setup is confirmed on every channel
Your settings page shows, channel by channel, which of your questions apply there, so you know what a customer will be asked before the first call. When a field moves in one of your own systems, the question that reads it is flagged on its own row with the date, ready to be pointed at the new one.
Your settings checked against the standards
Your configuration is read against the NIST identity guidance and the storage-limitation duty in the GDPR, from the settings you have actually made. Where a setting relaxes the bar, the page names which one.
Your data
The answer is read from your system and kept where the agent cannot see it
When a question is asked, oHallo reads the answer live from your own system and holds it aside. The agent relays what the customer said and is never shown what was expected, so no wording can talk it into passing a caller.
Your own records answer who a customer is. oHallo stores the reference your system returns and the record of each verification, and keeps no standing copy of the answers to your questions.
See a customer verified and the work that follows
Book a demo and watch a caller verify, then watch the agent settle the request behind the call.