How to Authenticate Callers and Prevent Social Engineering Attacks Using Twilio Flex

The first challenge to an incoming call to your call center, is making sure you are confident the caller is who they say they are. For years call centers have asked customers to remember security questions, or repeat personal information such as a selection of digits from their social security number. This process is old, slow and frustrating. However with Twilio Flex, we have much more modern methods of authentication to simplify not only inbound, but also outbound calls.