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100% Automated Authentication – Frictionless Login Experience

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1 Company Overview

A top 10 nearshore contact center supporting high-volume client operations was losing time and productivity to outdated login methods. Agents were juggling MFA codes, password resets, and slow authentication tools, which cost both time and morale. IT teams were overwhelmed with authentication tickets, and leadership was searching for a scalable, low-friction solution.

2 Business Challenges

Traditional MFA added daily friction to workflows. Agents had to stop what they were doing multiple times a day to verify their identity. These frequent disruptions didn’t just slow work down—they created dissatisfaction and ballooned support costs. Meanwhile, IT staff spent hours manually investigating login issues and verifying users.

3 The Solution

Twosense Continuous MFA automated identity verification entirely. Instead of prompting users for a password or one-time code, the system authenticated agents based on behavior—securely and silently. There were no manual steps, no interruptions, and no learning curve. Security worked invisibly in the background, allowing teams to focus on productivity instead of authentication.

  • Behavior-Based Authentication: Twosense’s AI-driven authentication continuously verifies an agent’s identity based on behavior, eliminating the need for frequent MFA prompts.
  • Automated Policy Enforcement: The system automatically flags and prevents unauthorized access when a different user attempts to log in with shared credentials.
  • Frictionless Experience: Agents experience zero interruptions while security teams gain real-time insights into authentication anomalies.
4 Results
  • 100% Automated Authentication – Identity verification happened without any manual steps.
  • Improved workforce satisfaction and efficiency – Agents stayed focused on their tasks.
  • IT reclaimed time – Login issues dropped, and manual investigations were nearly eliminated.
5 Future Expansion

After seeing how automation improved agent experience, the BPO is deploying Twosense across additional departments and expanding coverage to more internal systems to ensure consistent, background-based security at every access point.