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News : Entersekt Slashes Consulting Hours, Boosts Customer Experience for African Bank

#contactcenterworld, @AfricanBank

Johannesburg, South Africa, Mar 8, 2022 -- South African retail bank, African Bank, is saving consulting hours per month using Entersekt’s MNO authentication solution to securely verify customers making use of its interactive voice response (IVR) system at their call centre. These savings are being re-invested into ongoing customer service improvements, delivering long-term benefits to the bank and its customers.

When African Bank launched its IVR system as part of its omnichannel strategy in 2019, the leadership realised that, while successful on multiple fronts, the bank’s diverse customer base had varying access to and comfort with technology. This made quick and accurate verification more complicated.

"While the system could recognise a caller’s telephone number, calls often came from landlines or unregistered mobile numbers. This would prompt the system to ask for PIN verification, but some customers would not have their PINs on hand. That then required the call to be placed through to an agent, who would have to resort to time-consuming security questions for verification purposes. In some instances, this would add up to two minutes to each call, keeping agents busy with verifications rather than attending to customer queries," explains Pieter de Swardt, Country Manager for MEA, Entersekt.

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INVITATION

We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW

Keeping their commitment to an outstanding customer journey in mind, African Bank IT leaders realised they needed a streamlined, more accessible verification process that would keep the user experience simple and do the work in the background.

The bank chose to implement Entersekt’s MNO authentication solution, which leverages the security of the GSM network (a fully out-of-band channel) to offer an app-free authentication experience.

After the Entersekt implementation, the benefits were felt almost immediately.

"We’re delighted at the positive outcome for African Bank and their customers. This is a great example of how a more secure solution can provide a better experience for end-customers while also delivering cost savings for banks," comments De Swardt.

More than just a technical improvement, the Entersekt solution also delivered quantifiable, long-term business benefits for the bank and its customers.

"At the end of the day, it’s about achieving seamless entry points for our customers and that means making digital access better and easier," sums up George Roussos, Chief Operating Officer, African Bank.

#contactcenterworld, @AfricanBank

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


Today's Tip of the Day - Speech Recognition

Read today's tip or listen to it on podcast.

Published: Wednesday, March 9, 2022

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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