The entry point to the contact center – identification and verification (aka authentication), along with routing – is a make or break moment for the customer experience. All too often it is unpleasant at best, and downright irritating at worst.
Prompts are arguably the most hated and frustrating part of any contact, with routing to a person who can’t help not far behind. And let’s not forget the initial steps of call handling. In spite of CTI being a 20+ year old concept, many centers still don’t “pop” available information and train agents to use it. Combine these issues with a transfer to yet another uninformed agent who starts over and you’ve rung the death knell of any potential for a “good” customer experience.
These stage-setting steps get harder given the prevalence of fraudsters and hackers. Organizations are rightfully concerned about the financial impact of a breach as well as the potential for severe reputation impact. Contact center authentication is also driven by compliance and audit requirements. While various departments have a say in how the center conducts authentication and verification, they don’t always understand the customer experience implications.
Customers understand why centers need to verify their identities. Nobody wants their identity stolen or account hacked. Still, they find it all terribly burdensome. As shown below, passwords don’t really work. And don’t get me started on remembering my “favorites” and my first pet’s name. (Did I use my goldfish or my dog?)
So how do you make everyone happy with this cumbersome yet important process? Don’t apply one size fits all. Tie security to call purpose and what you know about the customer or potential customer. Require more detailed authentication only if the nature of the transaction and intelligence on the caller demands it.
For example, with one of my banks, with no login or password, I can slide up the home page of my mobile app and see balances for accounts I have designated. There is no risk of any transaction occurring, and I have configured my own view with an acceptance of the risk of someone else seeing these account balances. I view that risk as non-existent, both because I have security on my mobile phone in general, and because they can’t do anything with balance info – except be impressed or appalled!
It’s time to think creatively rather than letting broad brush security policies and generalized ID&V processes tarnish customer interactions. In this month’s Contact Center Pipeline, I provide guidance on how to use technology to mitigate risk while delivering an exceptional customer experience. Download the full article now »
Publish Date: May 6, 2016 5:00 AM
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|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
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.
Menus are eliminated altogether and contact centres can use a single inbound telephone number.
PH: 01442 458300
SmartSpeech – The Best In Class Speech Analytics Software
An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.
PH: +91 99026 10044
|6.)||Voci Technologies Incorporated|
V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.
- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.
- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.
- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.
- Long term recording storage for historical analysis
All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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