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0 Disruption For Trusted Agents—Security That Works Invisibly Behind The Scenes

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1 Company Overview

A mid-sized nearshore contact center supporting Fortune 500 clients faced a classic trade-off: balance strong security with a smooth agent experience. With thousands of remote and on-site employees handling sensitive customer data daily, constant MFA prompts frustrated agents and slowed productivity.

2 Business Challenges

Traditional MFA methods like push notifications and one-time passcodes were slowing agents down and creating friction in their workflow. Authorized users were being interrupted multiple times per shift, while IT teams were flooded with support tickets for lockouts and login failures. Every prompt wasted valuable time—and at scale, that added up fast.

3 Technical Challenges

The BPO explored several authentication solutions but faced roadblocks:

  • Traditional MFA Disruptions: Hard tokens and mobile-based MFA solutions caused agent downtime and login friction.
  • Work-from-Home (WFH) Risks: With agents working remotely, enforcing device-based authentication was difficult.
  • Scalability Concerns: Any solution had to be deployed across thousands of endpoints without adding IT overhead.
4 The Solution

Twosense Continuous MFA was deployed to eliminate disruptive authentication prompts for known users. The platform authenticated users based on behavior—like typing patterns and mouse movements—so verified agents could access systems without a single manual step. If the behavior didn’t match, access was blocked automatically. Otherwise, users just get to work.

5 Results
  • Zero MFA Challenges for Authorized Users – Seamless access with zero interruptions.
  • Higher productivity and agent satisfaction, with fewer breakpoints in the workday.
  • IT teams saw a significant drop in help desk tickets related to authentication.
6 Future Expansion

After eliminating daily authentication friction, the company is rolling out Twosense to additional departments and systems. Their goal is to replace traditional MFA entirely and unify identity verification across the enterprise—while maintaining full compliance and security visibility.