We’re all familiar with SMS. If you’ve ever received a text message, you know what an easy form of communication it can be. That’s why SMS is also considered a great option as a second form of identity verification, known as SMS OTP or one-time passcode. At Okta, we know that telephony is a critical part of the authentication experience for many of our customers–whether that’s using SMS to authorize a password reset or account unlock, using voice for an additional MFA layer, or whatever use case your organization may have. Two key examples of using SMS are to authorize a password reset for retail customers: In a recent survey, 78% of people reported resetting a forgotten password within the last 90 days. In the retail industry, punishing a customer for forgetting a password—making them jump hoops to reset it—can have an impact on conversions for customers. Allowing customers the.