By Trevor Baca, VP Software Engineering


In parts I and II of this series we looked at couple of ways to make business go faster. Part I explored CSC (critical support conferencing) which is a Jaduka prerelease that we use to get our support team on the phone fast. And in part II we looked briefly at an install of Jaduka WARNS (weather alerts & realtime notification system) and saw how to make school and jobsite closures due to bad weather take only seconds. Both CSC and WARNS are communications-enable business processes. Both CSC and WARNS use voice to reduce human latency (the time it takes to get your team together and ready to work). Both CSC and WARNS make business go faster.

This is the third and final part of our series on enterprise collaboration. And in this post we look at Jaduka buyer verification services (BVS). BVS is the muscle behind our credit card fraud protection solution, which you can read more about here.

Fraud protection can be a pain. My mother's joked for years that all she has to do to get credit cards blocked in December is get her Christmas shopping done faster than other folks. Nothing more irking than restrictions on your credit cards that you didn't ask for and that you don't need.

But the other side is equally bad. Identity theft is a serious problem. And, despite massive attention from the press, the problem seems to be getting worse rather than better.

So what to do? How to help banks ensure the purchasing freedom of moms everywhere while offering solid customer protection at the same time?

Later this year we're working to trial a new opt-in buyer verification service with a banking partner. The service is scheduled to be available to individual cardholders on a strictly opt-in basis. Cardholders get the option to add themselves to a safety and security list maintained by the bank. Once on the list, cardholders get a call to their cellphone every time a purchase on their card exceeds a fixed dollar amount. The call prompts the card holder to enter "1" to verify the purchase or "2" to reject the purchase. A "1" signals that all is well. A "2" hooks into the bank's existing fraud control services. Unanswered calls trigger the system to try back in a configurable number of minutes.

Leveraging Jaduka BVS in this particular context makes good sense to me. We're working out integration details for the trial now and there are a surprising number of variations on the basic premise. Should the customer's PIN enter the verification callflow? How many times should the system dial for confirmation before giving up? And, of course, what are the smartest ways to integrate with the client's existing call center fraud protection resources?

But the work is looking great. And I'm a huge fan of the opt-in approach of the trial. Mom doesn't ever have to sign up for the service if she doesn't want to. But if she ever does decide she wants the added security, it's there.

And there's our third and final example of reducing human latency in a plain old business process. Fraud protection has gotten better -- and faster -- since the 1.0 Web. Automating major portions of the fraud protection workflow with Jaduka BVS should make it even faster.