A Passwordless Journey for Customer Authentication in Contact Centers

The Importance of Verifying Identity in the Contact Center

Verifying the Identity of the customer is the key to a strong authentication approach.  Authenticating your customer is key to opening up automation options in the IVR/IVA, and optimizing the customer experience. Customers may present different forms of identification for different transactions, and a contact center agent must know how to verify each type of ID.

There are several reasons why identity verification is necessary for customer authentication. 

  • Customers may be uncomfortable disclosing their personal details to someone they have just met for the first time
  • Verifying the identity of customers in real-time helps to ensure that they are who they say they are, and it also helps to protect the customer from being tricked by impostors.
  • Verifying the identity of customers also helps to protect them against fraud and reduces the risk of loss or damage to their property.

By verifying the identity of each customer,
contact centers can strengthen customer trust and build loyalty, which results in greater revenue and reduced costs.

Why is establishing Identity is important for customer authentication? 

Identity verification solutions are very important in an inbound or outbound call-center environment as they are online. Delivering a satisfying customer experience on the phone can be a make-or-break opportunity for many organizations. Whether companies are dealing with new or existing customers, if they trust you today, they will do business with you tomorrow. 

However, as incidences of identity theft and fraud continue to rise, it becomes even more important for organizations to establish new and innovative ways to protect customer identity and convey trust.

When it comes to contact centers, it’s important for employees to be able to identify themselves when speaking with customers. This allows callers to know that the person they are talking to is a trusted employee or a customer representative before getting into a personal conversation. Establishing identity in contact centers is important to ensure the safety of both employees and customers.

How will Voice Identity Solutions Improve Your Bottom Line?

A voice biometrics customer authentication solution provides a cost-effective and convenient way to help companies verify and authenticate the identity of their customers, employees, and other individuals. There are many benefits that can be realized by implementing a voice authentication solution, including:

  • Reduced operational costs: By preventing unauthorized individuals or fraudsters from gaining access to their networks or devices by verifying their identities using a voiceprint or biometric a voice authentication solution can result in significant cost savings for businesses.
  • Improved productivity: By enabling secure and reliable access control across all user interactions, a voice authentication solution can improve employee productivity by preventing unauthorized access to data or systems.
  • Ease of use: A voice biometric authentication solution can be simple and easy to use for all call center agents and employees — regardless of computer skills level — which can help reduce training time and increase adoption rates among new employees.

By enabling the use of voice
authentication across all customer interactions and business processes, organizations can improve both efficiency and security, ultimately reducing costs and increasing revenue growth.

To learn more about how we’re powering the Future of Customer Authentication in Contact centers visit validsoft.com/contact-centers

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