98% Reduction in Password Sharing – Eliminating Credential Misuse

A leading global BPO with thousands of employees across different locations struggled with a persistent issue: agents sharing passwords to bypass authentication requirements. While this was often done out of convenience, it opened the door to insider threats and compliance risks.

Shared credentials made it nearly impossible to track individual accountability, leaving security teams blind to who was accessing critical systems. This put the company at risk for fraud, compliance violations, and operational inefficiencies.

Despite strict policies against password sharing, enforcement was nearly impossible. Agents often worked in high-pressure environments where remembering complex passwords or dealing with authentication friction was a hassle. Some even resorted to writing down login credentials or passing them to coworkers.

Security leaders needed a solution that would detect credential misuse and prevent it from happening. The solution also needed to meet strict PCI and industry requirements.

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 (WAHA) 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.

Twosense Continuous MFA was deployed to monitor agent behavior and flag behavioral mismatches. Access was automatically denied if an unauthorized user attempted to log in with someone else’s credentials. Unlike traditional MFA, which only verifies identity at login, Twosense provided continuous behavioral authentication, ensuring that only the authorized person stayed logged in.

• 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.

• 98% Reduction in Password Sharing & Credential Misuse – Insider threats were virtually eliminated.
• The company met compliance requirements without the need for intrusive security measures.
• Agents could no longer “swap” logins to avoid authentication, leading to increased accountability.

After seeing strong results, the BPO is now exploring how to expand Twosense across their environment. They plan to extend continuous authentication to more internal systems and remote access points, reducing reliance on traditional MFA entirely. They're also looking to strengthen phishing defenses by using behavioral data to detect credential misuse in real time.

On the compliance front, Twosense’s detailed authentication logs offer a faster, easier path to audit readiness—cutting down manual effort. With this next phase, the BPO is doubling down on a frictionless, scalable approach to identity security.