Solutions for OTP for incoming client request via phone?
We are currently looking at wanting to implement a secure way to verify client identity when they call in with account-related requests. Ideally, the workflow would look something like this:
Client calls in with a request → internal team member sends a one-time passcode (OTP) → client reads the code back to the team member to confirm their identity.
Currently, we use Zoom Phone for both our phone system and SMS functionality. In an ideal setup, we’d be able to initiate and send the OTP directly through Zoom while actively on the call with the client, keeping the process centralized and seamless for our team.
Additionally, it would be extremely valuable if verification activity could be logged automatically in our CRM, including details such as:
- Time/date of verification
- Successful vs. failed verification attempts
- The team member who initiated the OTP
For reference, we’re currently using Redtail. Would appreciate any insight on potential solutions or would love to hear how others are doing a similar thing.