Journey

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Journey + Zoom ​

Journey provides a fully integrated secure identity platform for Zoom, enabling authentication and secure interactions for employees, agents and customers.

Installation ​

Journey has 5 applications in the Zoom marketplace:

To install the application, go to the Zoom Marketplace, search for one of the application names above (eg Passkey Authentication), and click 'Install.' Once installed, click 'Get Started' to begin using the Journey application. You can install as many applications as needed, and all your data will appear in a consolidated dashboard under the Apps tab in your Zoom account.

With the app is installed, associate it to one of your Zoom Contact Center queues in Zoom's administrative settings. Then, accept a call on that queue in Zoom Contact Center. A fingerprint icon will appear in the icon list on the right side of the call window. Click the icon to begin an authentication process with the caller.

Closing your account ​

If you'd like to remove your Zoom account, simply log in to your Zoom account and navigate to the Zoom App Marketplace.

  • Click Manage » Added Apps or search for the app.
  • Select the app you intend to remove.
  • Click Remove.

Then, send an email to support@journeyid.com with the date you'd like us to purge your account data from our systems. The date must be between 1 and 6 months from the date of your request.

Passkey Authentication ​

Passkey Authentication is a secure authentication method that allows users to authenticate to Zoom using their existing passwordless credentials.

A walkthrough of the customer and agent interaction: ​

Configuring and monitoring Passkey Authentication: ​

Immediate Business Impact ​

  • Deploy across your contact center in just hours, not months
  • Reduce average handle time (AHT) by eliminating lengthy authentication questions
  • Cut fraud losses by up to 99% through biometric-backed verification
  • Achieve ROI within weeks through reduced operational costs and fraud prevention

How It Works ​

  1. Customer calls into the contact center
  2. Agent triggers secure authentication request
  3. Customer receives SMS with authentication link
  4. Customer authenticates using their device's built-in biometrics
  5. Agent receives instant verification confirmation

Key Benefits ​

Operational Efficiency ​

  • Reduce authentication time from 60+ seconds to under 10 seconds
  • Eliminate knowledge-based authentication questions
  • Free up agents to focus on customer service instead of security protocols

Enhanced Security ​

  • Replace vulnerable password and knowledge-based systems
  • Leverage device-native biometric security
  • Prevent social engineering and identity theft attempts
  • Establish cryptographic proof of customer identity

Customer Experience ​

  • No apps to download or passwords to remember
  • Familiar biometric authentication process
  • Quick, frustration-free verification
  • Enhanced privacy protection

Financial Impact ​

  • Reduce fraud-related losses by up to 99%
  • Lower operational costs through reduced handle times
  • Rapid return on investment through immediate call efficiency gains

Implementation ​

  • Same-day deployment capability
  • Minimal IT resources required; simply install the Zoom application
  • Seamless integration with existing contact center systems
  • Full compliance with GDPR, CCPA, and other privacy regulations

One Time Passcodes ​

One Time Passcodes provide a secure, flexible authentication method that allows contact center agents to verify customer identity through temporary codes sent via SMS.

A walkthrough of the customer and agent interaction: ​

Configuring and monitoring One Time Passcodes: ​

Immediate Business Impact ​

  • Deploy across your contact center in hours with minimal training
  • Reduce average handle time by replacing lengthy security questions
  • Prevent fraud through secure, time-limited codes
  • Quick ROI through improved efficiency and reduced fraud losses

How It Works ​

  1. Customer calls into the contact center
  2. Agent locates customer record and selects a known phone number
  3. Agent triggers OTP request to customer's verified number
  4. Customer receives unique code via SMS
  5. Customer reads code to agent for verification
  6. System instantly validates the code match

Key Benefits ​

Operational Efficiency ​

  • Reduce authentication time from minutes to seconds
  • Eliminate complex security question workflows
  • Enable agents to focus on customer needs
  • Streamline verification process

Enhanced Security ​

  • Time-limited codes prevent replay attacks
  • Codes sent only to verified phone numbers
  • Audit trail of all authentication attempts
  • Secure alternative when biometrics aren't available

Customer Experience ​

  • No apps or passwords required
  • Simple code delivery via familiar SMS
  • Quick and easy verification process
  • Works on any mobile device
  • SMS sent from trusted, familiar numbers

Financial Impact ​

  • Reduce fraud through secure verification
  • Lower operational costs with faster authentication
  • Minimize unauthorized account access
  • Immediate efficiency improvements through reduced AHT

Implementation ​

  • Rapid deployment through Zoom marketplace
  • Simple agent interface requires minimal training
  • Integrates with existing customer databases
  • Compliant with privacy and security regulations

Document Signature ​

Document Signature transforms the traditional verbal consent process into a streamlined digital experience, allowing customers to quickly review and sign documents during contact center interactions.

A walkthrough of the customer and agent interaction: ​

Configuring and monitoring Document Signature: ​

Immediate Business Impact ​

  • Convert lengthy verbal consent processes into seconds
  • Reduce average handle time by eliminating document read-throughs
  • Create legally binding signatures with complete audit trail
  • Achieve ROI through dramatic AHT improvements

How It Works ​

  1. Customer engages with contact center agent
  2. Agent selects required document for signature
  3. Customer receives secure link via SMS
  4. Customer reviews document on their device
  5. Customer signs using device touchscreen
  6. Agent receives instant signature confirmation
  7. Signed document is stored in your cloud of choice

Key Benefits ​

Operational Efficiency ​

  • Reduce document signing time from 2+ minutes to under 15 seconds
  • Eliminate verbal read-through requirements
  • Enable agents to handle more calls
  • Eliminate risk of verbal agreement misunderstandings
  • Maintain consistent record of all signed agreements
  • Reduce disputes with clear signature evidence

Enhanced Security ​

  • Cryptographically verified signatures
  • Complete audit trail of document delivery and signing
  • Tamper-evident document storage

Customer Experience ​

  • No lengthy verbal read-throughs required
  • Review documents at their own pace
  • Sign from any mobile device

Financial Impact ​

  • Reduce operational costs through shorter call times
  • Eliminate audio file handling and storage costs
  • Immediate efficiency gains across all document workflows

Implementation ​

  • Deploy through Zoom marketplace in hours
  • Minimal agent training required
  • Integrates with existing document systems
  • Compliant with ESIGN, UETA, and eIDAS regulations

Secure eForms ​

Secure eForms is a secure form submission method that allows users to submit forms using their existing credentials.

A walkthrough of the customer and agent interaction: ​

Configuring and monitoring Secure eForms: ​

Credit Card Payments ​

Transform contact center payment collection into a secure, streamlined process using Journey's integration with Stripe's powerful payment platform.

A walkthrough of the customer and agent interaction: ​

Configuring and monitoring Credit Card Payments: ​

Immediate Business Impact ​

  • Eliminate PCI compliance concerns for agents and systems
  • Deploy secure payments across your contact center in hours
  • Reduce payment processing time from minutes to seconds
  • Achieve ROI through improved efficiency and reduced compliance costs

Payment Options ​

  • Credit and debit cards
  • Digital wallets (Apple Pay, Google Pay)
  • ACH bank transfers
  • International payment methods
  • Buy now, pay later options
  • Recurring payment scheduling

How It Works ​

  1. Customer engages with contact center agent
  2. Agent generates secure payment link with required amount
  3. Customer receives payment link via SMS
  4. Customer completes payment on their device
  5. Agent receives instant payment confirmation
  6. Funds settle within 2 business days

Key Benefits ​

Operational Efficiency ​

  • Reduce payment collection time by 75%-90%
  • Remove agents & contact center from PCI scope
  • Automate payment reconciliation
  • Support multiple payment methods
  • Prevent manual input mistakes by agents
  • Eliminate agent access to payment information

Enhanced Security ​

  • No payment data touches the contact center
  • End-to-end payment encryption
  • Complete transaction audit trail
  • Fraud prevention tools included

Customer Experience ​

  • Simple, mobile-friendly payment flow
  • Multiple currency support
  • Support for various payment methods

Financial Features ​

  • Dynamic tax calculation
  • Flexible discount codes
  • Subscription payment support
  • Multi-currency support
  • 2-day fund settlement
  • Detailed transaction reporting

Implementation ​

  • Rapid deployment through Zoom marketplace
  • No PCI infrastructure required
  • No PCI audits required for the contact center
  • Compliant with PCI-DSS requirements