Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. Authentication, of course, is not only beneficial for security purposes, it also helps to improve the personalization of the experience a customer receives.
When it comes to authentication measures, however, systems like traditional interactive voice response (IVR) tend to be quite limited in their ability to offer effective authentication, due to the limitations of touchtone. When utilizing traditional IVR, authentication is usually in the form of an account number that the customer is expected to type in on the phone’s keypad. Of course, while this may be what is requested, often the customer does not have this information readily available, leading the customer to generally skip this important step.
In an ideal world, an effective telephone authentication solution would be able to quickly and non-intrusively verify customers, perhaps without them even knowing it. Since customer service is all about ease of use for the client, customer authentication should not impede the user experience. Unfortunately, when it comes to the standard IVR solutions, the verification process often proves to be both time consuming and potentially less effective from a security point of view.
Visual IVR is able to authenticate a caller’s identity far more rapidly than other methods, since it is as easy as logging into a website. With a visual IVR solution, users are asked to type their usernames and passwords or simply provide some form of personally identifiable information on a screen similar to a webpage, this task is considerably simpler than having to struggle with the rarely accurate speech recognition technologies or extremely limited touchtone associated with standard IVRs.
The fact that visual IVR offers users an intuitive visual representation on their mobile device enables them to more quickly and easily authenticate themselves than with a traditional, voice-based IVR. The visual aspect also allows for alternative “login” options such as social sign-in – a form of single sign-on using existing information from a social networking website.
This means that it is not only a great solution for reducing the workload on your agents and delivering the associated cost savings that come with it, ensuring clear identification of the customer increases opportunities like up- and cross-selling and a more personalized level of service.
With security only becoming a bigger issue as we move forward, providing your customers with access to a solution that enables them to do it for themselves, while also significantly reducing the hassle usually associated with authentication, means you will not only save your business time and money, you will also intentionally enhance the customer's experience as well.
[About the author] Kevin is an advocate for effortless customer experiences and quick customer resolutions. He is driven to help Telcos & Retailers as they deal with the need to change digital habits and increase utilization of their assets. He has a background in marketing, public relations and advertising and has a firm belief in the mission of Jacada. He is an Atlanta native and Georgia State University graduate who loves competition and is passionate about his family, his work and his dog Peaches.
Publish Date: July 20, 2017 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|2.)||Call Center Studio|
Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
|8.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
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