Multiple choice technology testing

The process used by the agents to confirm the identify of a customer contact

  1. Customer Identification

  2. Customer Authentication

  3. Caller Authentication

  4. Caller Validation
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C Correct answer
Explanation

In ICM systems, the process of agents verifying customer identity is specifically called 'Caller Authentication.' This is distinct from Customer Identification (which may involve looking up customer records) or Customer Validation (which might refer to validating customer data). Caller Authentication is the standard terminology for this security process.

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