Most contact centers still rely on traditional authentication systems to verify employee identities—MFA apps, on-device OTPs, hard tokens, and periodic access challenges. These systems are meant to reduce risk, especially against phishing and fraud, but the methods themselves haven’t evolved fast enough to match the pace of the people motivated to breach them, or the operational demands of a modern contact center environment.
The truth is, manually authenticating users isn’t just inconvenient—it’s insecure. And for the agents on the front lines, it’s becoming a growing source of friction and fatigue.
Contact centers face a unique set of identity challenges. A system built for static office environments simply doesn’t translate when you’re dealing with high turnover, remote agents, and relentless phishing.
High Turnover Makes MFA Hard to Manage
Turnover in contact centers hit 60% in 2023. With constant onboarding and offboarding, MFA systems that require app installs, hardware tokens, or frequent training become a never-ending drain on IT teams. These systems weren’t designed for environments with this much churn.
MFA Fatigue Is a Real Security Threat
Agents are constantly interrupted by MFA, which prompts them to lose trust in the system and look for ways around it. Attackers know this. That’s why prompt bombing and MFA fatigue attacks are on the rise. The more times agents are asked to verify, the more likely they are to slip up or give in, approving access to a threat actor.
Interruptions Hurt Morale and Productivity
Every time an agent is forced to stop what they’re doing to log in again, it breaks their flow. Multiply that by every agent and every shift, and you’ve got a system that drains performance and job satisfaction.
To learn more about the cost of MFA Friction, check out our Blueprint (it’s an oldie, but a goodie): The Cost of MFA Friction
Phishing Has Evolved and Traditional MFA Hasn’t
Today’s phishing tactics don’t just live in email. Attackers are impersonating managers on Zoom calls or tricking agents over the phone. These social engineering attacks bypass most MFA systems completely because they rely on human behavior, not just technical defenses.
Automated authentication works silently in the background. There are no prompts, apps to tap, or codes to enter. Once an agent logs in, the system continuously monitors their behavior to confirm their identity. If someone else takes over—or even tries to impersonate them—the system detects it within seconds and locks them out.
Unlike traditional systems that check identity at a single point in time (like login), automated continuous authentication never stops verifying. That’s the difference between keeping intruders out and letting them slip through the cracks.
It’s not just about convenience. Automating authentication changes the game entirely:
This isn’t just a better security solution—it’s a better operational model for contact centers.
Scales with Staffing Changes
No more managing token distribution or chasing down credential resets. Continuous Authentication is 100% software and scales easily across your workforce.
Supports Remote and Hybrid Work
Continuous authentication and access evaluation ensure the person logged in is always the one doing the work, regardless of where they are or what device they’re using.
Boosts Agent Productivity
Eliminating authentication interruptions helps agents stay focused. Across hundreds or thousands of seats, that adds to real gains in performance and CSAT.
Enforces Clean Desk Compliance
Many centers prohibit phones or notes at the desk. Automated systems require neither, helping you stay compliant with Clean Desk policies, PCI 4, and other industry standards.
Twosense is already powering secure, seamless authentication in some of the largest contact centers in the world. We’re not asking you to imagine the future. We’re offering you the chance to adopt it today.
We built Continuous Authentication to solve the specific security challenges contact centers face every day. Our software solution continuously verifies identity without slowing anyone down, so your agents stay productive, your infrastructure stays secure, and your compliance stays locked in.
Let’s make manual MFA a thing of the past. Talk to our team about how Twosense can modernize your authentication strategy.