This session presents the results of a six-month proof of concept run by Telefónica Tech, GSMA, Dock Labs, and TMT ID to rebuild call center authentication using mobile network APIs and verifiable credentials. The PoC completed authentications in under 60 seconds on average, with 100% of trialists saying they would prefer it over existing methods.

Guests:

- Glyn Povah, Global Product Development Director at Telefónica Tech

- Helene Vigue, Identity and Data Director at GSMA

Timestamps

(00:00) - Introduction and context

(00:28) - Guest introductions: Glyn Povah (Telefónica Tech) and Helene Vigue (GSMA)

(04:34) - Strategic context: why call center impersonation fraud prompted this PoC

(07:00) - The problems with current authentication: CLI spoofing, SIM swap, knowledge-based checks

(08:32) - PoC goals: speed, security, and privacy

(10:17) - GSMA perspective: scam as a global cross-industry problem

(14:41) - Demo video: how the authentication flow works

(16:26) - PoC results: trialist feedback and quantitative outcomes

(20:32) - Carrier perspective: commercialisation, network APIs, and next steps

(22:09) - The wallet ecosystem: complexity, government-led development, and commercial tension

(30:05) - Identity industry perspective: user experience design choices and distribution challenges

(37:10) - The extensibility of verifiable credentials beyond call center authentication

(44:06) - Audience Q&A

📚 EXPLORE:

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

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