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Automatic password reset by phone IVR

By Syv ·
I'm investigating the option of allowing callers to our helpdesk use the interactive voice response (IVR) to reset their network/sap/mainframe etc passwords - then to have the new password left on their personal vm.

The implications of lowered call volume once this is successfuly implemented are enormous for us - especially with windows 2000 being so thoughtful and locking user accounts when they change their passwords each month...

the idea so far is to have them enter their employee number as well as some other sort of personal information like year of birth or their home phone number for security.

Does anyone have any experience or advice with this sort of implementation??


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