To explore what a better model could look like, Dock Labs hosted a live webinar on the future of caller authentication, presenting a joint proof of concept developed with GSMA Telefónica Tech and TMT ID. The session demonstrated how callers can authenticate themselves in seconds using a secure digital identity wallet, without sharing sensitive personal data and without relying on knowledge-based authentication or one-time passwords.

The discussion examined the growing fraud landscape, the role of mobile operators as a new root of trust through SIM-based identity, and how decentralized identity and verifiable credentials can transform call center security while improving customer experience and privacy.

The session featured Glyn Povah, Global Head of Product Development at Telefónica Tech, and Hélène Vigue, Identity and Data Director at GSMA, who shared insights from the pilot and outlined how the mobile industry is working together to restore trust in voice communications.

(0:00) — Introduction

(1:00) — The problem with today’s call center authentication

(5:00) — Strategic context: rising fraud and erosion of trust in voice and messaging

(8:44) — Call center impact: millions of callers spending minutes just to authenticate

(9:20) — The three goals of the proof of concept: faster, stronger, more private authentication

(10:16) — Global fraud landscape: $1 trillion in losses and rising impersonation scams

(13:38) — Why the voice channel needs next-generation authentication

(14:50) — Live demo begins: caller navigates IVR

(16:21) — Why the demo is a major UX improvement over KBA and SMS OTP

(17:13) — How the mobile operator issues the identity credential to the wallet

(18:09) — Decentralized identity explained

(22:26) — Why the flow feels familiar (similar to open banking approvals)

(23:08) — Open standards: DIDComm, encrypted messaging, verifiable credentials

(24:47) — Success metrics for the pilot explained25:13 — Integrating telco APIs, decentralized identity, and a call center platform

(26:28) — Business KPIs: handle time, fraud reduction, customer experience

(27:46) — Early user feedback and privacy benefits

(30:08) — Observations from real call center operations

(31:22) — Cost per minute of call center time and ROI opportunity

(32:00) — Why the technology integration was easier than expected

(34:40) — How this model reduces impersonation fraud

(36:04) — SIM card as a new root of trust for identity

(39:38) — How carrier network APIs secure credential issuance

(44:40) — GSMA’s role in scaling industry-wide solutions

(47:37) — Audience Q&A begins

📚 EXPLORE:

Website - https://www.dock.io/

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LinkedIn - https://www.linkedin.com/company/docknetwork/

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Episodes 20

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