Imagine if your customers could quickly get the information or services that are personalized to their needs without having to jump through all the hoops required for customer verification.
Think how that could enhance customer experience, encourage loyalty and, ultimately, help retain customers.
Consumers need to feel confident that organizations employ strong security protocols and procedures to protect their privacy, personal data and assets, and also expect the experience should be quick, easy, frictionless and consistent across all touchpoints.
Contact Center fraud is growing unabated, and account takeover losses associated with contact centers reached $775million in 2020.
Source: Aite Group