Automate Customer Identification & Authentication to Reduce Average Handling Time and Improve Customer Satisfaction

33% of customers say they are most frustrated when asked to repeat themselves to multiple support reps.
We live in the age of convenience – where everyone expects faster access to information, services, and more. For contact centers, it is critical to keep up with such expectations as customers don’t hesitate to switch to other service providers for a better experience.

Automating the customer identification & authentication process is one of the ways that helps enhance customer experience by saving them from repeating information to IVRs and contact center agents. From calling a contact center to confirming & authenticating the identity and getting the query resolved – automation can transform this whole process to serve customers better.

Solutions

• Identify & authenticate with contact center agents: Accelerate customer identification & authentication with next-gen agent desktop integrations
• Identify & authenticate with chatbots: Automate customer identification & authentication over digital channels with AI-powered chatbots
• Identify & authenticate with voice, behavior, and profile match: Eliminate the friction of KBA questions and/or OTP prompts by authenticating customers using voice, behavior patterns, ANI, Device, and profile match.

Key Highlights