In most contact centers, once an agent logs in, they’re trusted for the entire session. That assumption has become a dangerous blind spot.
While the industry has spent years iterating on stronger locks for the front door—from passwords to SMS 2FA, then mobile push, and now passkeys—the real risks are happening inside. Breaches, fraud, and hijacking aren't just about unauthorized logins anymore. They're about what happens after someone gets in.
That’s why forward-thinking security teams are shifting focus from login risk to session risk.
Traditional authentication methods validate a user once and then grant full access until they log out or time out. But in high-volume contact centers where agents are sharing devices, switching desks, or stepping away between calls, this approach is fundamentally flawed.
If someone else takes over a session, the system assumes they are still the original user. That means unauthorized access can happen inside a valid session, and there’s no way to detect it, let alone stop it.
We’ve seen this lead to real-world damage:
Contact center CISOs have been playing defense for years, constantly adding the “next” authentication layer to stay ahead. But many now realize the problem isn’t the lock, it’s that we’re guarding the wrong part of the system.
The login isn't where most threats emerge. The real security gap is what happens after login.
This has led to a clear inflection point: customers are no longer asking for better ways to authenticate at the front door. They want to know what happens when someone’s already inside.
That’s where Continuous Access Evaluation (CAE) comes in.
CAE moves away from static access permissions and instead evaluates access dynamically throughout the session. It gives systems the ability to react in real time to changes in user behavior, device state, or environment.
Think of it as a living, breathing access policy—one that can say:
But for CAE to work, it needs one critical component: Continuous Authentication.
Continuous Authentication uses behavioral biometrics—like typing rhythm and mouse movement—to verify that the person behind the keyboard is still the authorized user who completed the initial login.
No interruptions. No tokens. No extra steps.
Instead, it runs invisibly in the background, constantly checking that the user identity remains consistent. If something changes, like a new person taking over the session, the system knows immediately and can revoke access on the spot. This is what makes real-time session security possible.
Without this signal, CAE is flying blind.
In the contact center environment, where agents are expected to move fast, switch roles, and handle sensitive customer data, static authentication simply can’t keep up.
With Continuous Authentication in place:
And yes, it aligns with the spirit of modern compliance frameworks like PCI 4, without adding more hoops for teams to jump through.
We’re seeing a wave of demand from contact centers that want to move beyond login-centric security. They’re done with the cat-and-mouse game of adding the next best 2FA method. They want a fundamentally different approach, one that focuses on what really matters: who has access right now.
Continuous Authentication is how you know. Continuous Access Evaluation is how you act.
Together, they close the most significant security gap in contact centers today.
If your security posture still only secures the login, your contact center is vulnerable. The real threats—fraud, hijacking, and unauthorized access—happen after the login screen.
Together, we can fix that.