New consumer account opening
How do we open a new consumer account from the store, the web or a call with the identity captured, the credit run, the required disclosures shown and the account created once?
Open the account once, in the channel the customer chose, with every check inside the flow. Callvu takes the applicant's identity on a secure screen (the name, the date of birth, the address, the identifier and the identity document where the fraud rules require), verifies it against the identity sources, obtains the consent for the credit inquiry, runs the credit check through the credit process and applies the decision (an approval, a deposit, a spending limit, or a decline with the adverse action notice), shows the truth-in-billing disclosures and the terms and captures the acceptance, routes a fraud flag or an identity mismatch to the fraud desk in the Decision Desk, and creates one account in the BSS, the system of record, from which the first order proceeds. Live at AT&T.
Live at AT&TComplex: multi-party handoffsCallvu moves: prefill, chase and verify, decide, write back
Last updated November 7, 2026.
The problem today
The same applicant was in the credit bureau three times in one afternoon, once from each channel, and the third inquiry was the one that triggered the fraud rule.
Account opening is where identity fraud enters a carrier and where a good customer is lost to friction. The store runs it one way, the web another, the contact center a third; the identity document is photocopied in one and not checked in another; the credit inquiry runs again when the customer switches channels; the disclosures are a wall of text the agent clicks through. The account that results has a wrong address, a missing consent and a credit decision nobody can explain.
The FCRA governs the consent and the permissible purpose for the credit inquiry and the adverse action notice when the decision is based on it; the carrier's fraud program sets the identity verification and the velocity rules; the FCC's truth-in-billing rules and the state consumer protection laws set the disclosures before the commitment. The BSS needs one account with the identity, the consent, the decision and the acceptance recorded. The flow is the same whoever types.
One account opening, with the checks and the consents inside it, is a customer the carrier can keep and a fraud the carrier can stop.
How it runs
From the requestto the system of record.
A prospect starts a new consumer account in the store, on the web, in the app, or on a call. Callvu opens one application and takes the identity.
- Applicant
- Provides identity on a secure screen, consents to the credit inquiry, reads and accepts the disclosures and the terms.
- Store or contact center agent
- Works the same application and sends the link for the secure steps.
- Fraud desk
- Decides identity mismatches and fraud flags in the Decision Desk.
- Callvu
- Takes and verifies identity, obtains consent, runs credit, shows disclosures, routes and creates the account.
Prefill and take the identity
A returning prospect's data is prefilled from a prior application; the applicant enters the name, the date of birth, the address and the identifier on a secure screen (never read to the agent), and captures the identity document where the fraud rules require; the identity is verified against the identity sources and the address is validated.
Chase and verify, and run credit
The consent to the credit inquiry is captured with the FCRA notice, the credit check runs through the credit, deposit and spending limit process with the applicant's identity, and what is missing (a second identifier, a document that failed reading) is chased from the applicant on the secure screen; the decision (approve, deposit, spending limit, decline) is applied with the adverse action notice generated where the decision rests on the report.
Disclose, accept and decide exceptions
The truth-in-billing disclosures (the rates, the fees, the surcharges, the terms), the CPNI notice and the privacy notice are shown and the acceptance is captured with the signature where the state requires; a fraud flag (a velocity rule, a synthetic identity signal, a mismatch between the document and the entries) goes to the fraud desk in the Decision Desk with the application and only the allowed outcomes: approve, request more verification, or decline with the notice.
Create the account and write back
One account is created in the BSS, the system of record, with the identity, the consent, the credit decision and its conditions, the accepted disclosures and the account PIN set by the applicant through the PIN process; the first order (a line, a device, a broadband service) proceeds from the account, and the applicant receives the welcome with the terms.
Where it ends: The applicant was identified and verified once, the credit inquiry ran once with consent, the disclosures were accepted, and the BSS holds one account with the evidence a dispute or an audit will ask for. The Decision Trace shows the identity verification, the credit decision and any fraud decision; the Audit Trace shows each step by channel, the consent and the creation with time.
Runtime enforcement
What is enforcedwhile the work runs.
The regulations preloaded in Callvu Studio and the bank's own policies, applied as steps that run, not lines in a binder. A step that breaks a rule does not run, so a completed run was compliant.
The handoff
Between the front doorand the back office.
The front door
The store, the web, the app or a call; identity, consent and acceptance on the applicant's secure screen.
The back office
The fraud desk sees only flags and mismatches; the BSS receives one account.
The Decision Desk
- A fraud flag or an identity mismatch goes to the fraud desk in the Decision Desk with the application and only approve, request more verification, or decline with the notice.
Proof
Live at AT&T.Published results only.
Each result is a published claim, with its code on agents.callvu.com, where its status, source and last verified date are kept.
AT&T runs close to 100 processes on Callvu, including transfers of billing responsibility, port-outs, line separations, SIM changes, activations, payment arrangements, billing, prepaid and top-ups, collections, account takeover reports, authorized user changes, device financing agreements and business account onboarding.
TEL-02 · Self-asserted · verified 2026-11-05
AT&T Business deployed 84+ processes in 5 weeks, with 34% higher order value.
ATT-05 · Self-asserted · verified 2026-11-05
At AT&T Business, Callvu worked inside the existing contact center platform with no changes to internal processes.
ATT-03 · Customer-attested · verified 2026-11-02
Questions
What buyers ask next,answered plainly.
Does the credit check run in every channel?
Once per application. An application started online and finished in the store is the same record, so the inquiry is not repeated.
What is shown before the customer commits?
The truth-in-billing disclosures of the rates, fees and terms, the CPNI notice and the privacy notice, with the acceptance captured and retained with the account.
What happens on a fraud flag?
The application goes to the fraud desk with the evidence, and only approve, request more verification, or decline with the notice are possible.
Related processes
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