VICI: Visual Caller Identification for Contact Center Applications

In this paper, we present VICI, a system for auditing and authentication in contact center scenarios. The technique we present exploits the widespread use of smartphones and other camera-enabled devices to allow a user (caller) to upload their picture, which can be verified automatically or by an agent before processing a transaction. The method can be configured for different levels of security, ensures that the image(s) are fresh, and relies on the computational complexity of image processing. We present our technique, the various configurable options available to the system/agent, and describe a prototype implementation of our system.