Abstract
With recent modernization, the establishment of call centers is growing in the KSA (Kingdom of Saudi Arabia). In order to provide a better and secure service to subscribers, there is a constant need to improve and upgrade the call centers security. It is in order to reduce the fraud rates and leakage of sensitive information, reported by customers. In this context, the usage of biometric-based authentication systems (e.g. fingerprints, face recognition, etc.) is exponentially growing in the call centers. This work focus on the design and development of mobile-fingerprint based authentication system for call centers. The devised system reduces frauds and safeguard customers sensitive data. It verifies callers' identity without dealing with the tedious processes of verifying PIN numbers and other methods currently adopted by conventional call centers. Mobile fingerprint devices are employed to verify the authentication of each caller. The call center system will be integrated with the fingerprint scanner feature that already exists in smart phones to authenticate callers before providing any service. The devised system utilizes the smart phone-fingerprinting feature, VoIP telephone network and fingerprint based authentication technologies. The security, feasibility and acceptability analysis shows that the proposed system will not only ensure accuracy and information security but will also save significant amount of time respectively at both customer and call center ends.