Telefónica reduced call-center authentication from 3–4 minutes to under 60 seconds.
Telefónica tested a simpler way for customers to authenticate when calling a contact center. Instead of answering security questions or entering SMS codes, customers could confirm an authentication request with one tap on their phones.
A Telefónica project with Dock Labs, GSMA and TMT ID.
Proving identity took minutes, yet left security gaps.
Traditional call-center authentication relies on security questions, personal information and SMS one-time codes. It takes 3–4 minutes to complete and remains vulnerable to stolen answers, phishing and phone-number impersonation. Fraudsters can pose as legitimate customers calling in to gain access to accounts.
One tap to confirm identity.
Telefónica used customer information to create verifiable credentials. When customers called, they received a request on their phone to confirm their identity with one tap. The call center then automatically verified the digital proof, without needing security questions or SMS codes.
Customer contacts the call center.
The customer receives an authentication request and confirms with one tap.
Authentication requestnowThe call center verifies the digital proof.
Faster authentication. A preferred experience.
“The solution transforms authentication times from 3-4 minutes with traditional methods to under 60 seconds.”
Glyn PovahGlobal Product Development Director, Telefónica
These findings came from a controlled proof of concept with a limited trial group. They are directional results, not production benchmarks.
Telefónica provided the trust. Truvera made it verifiable.
Telefónica used customer information it had already verified, supported by network APIs such as Number Verify and SIM Swap, to establish trust in the customer's identity.
Truvera, built by Dock Labs, turned that information into cryptographically signed verifiable credentials. When customers authenticated, the call center could verify the presented digital proof without contacting Telefónica again for each credential check.
This proof of concept used a standalone identity wallet. In a production implementation, the wallet would be embedded invisibly in Telefónica's existing customer app.
Beyond caller authentication.
Telefónica's pilot demonstrated how verified customer information could be reused for authentication. The same approach could support other identity workflows and create new opportunities for mobile operators.
Let other businesses verify your customers' identities for their own use cases.
Help customers securely regain access to their accounts.
Reuse verified identity information to create smoother, faster onboarding experiences.
Add trusted identity checks to help detect and prevent fraud.
Mobile operators could charge third parties for verification of trusted information.
Potential future applications and revenue opportunities, not outcomes demonstrated during the pilot.
Where could verified customer information remove friction in your business?
Dock Labs can help you identify where your existing customer data and network signals could support verifiable credentials and new verification workflows.
