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News : Pivotal Data Improves Contact Centre CX with Voice Authentication

#contactcenterworld, @onevaultsa

Johannesburg, South Africa, July 11, 2018 -- Pivotal Data has seamlessly integrated OneVault's voice biometric authentication solution into its contact centre solution as a value-added feature.

According to Bruce Arnold, CEO at Pivotal Data, today's hyper-connected consumers demand efficient service, quicker transactions and a frictionless experience when engaging with a contact centre.

"Operators must therefore strike the right balance between the need to authenticate customers to ensure safety, security and regulatory compliance, without compromising on the customer experience (CX)," explains Arnold.

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"Ensuring optimised CX has therefore become a strategic imperative. In this regard, voice biometric authentication technology is a real game-changer for contact centres, as it enables customers to easily and quickly verify their identity without the hassle of remembering PINs or passwords, or having to answer questions."

This removes the complexity and frustration inherent in traditional authentication processes. "This minimises average handling times and can therefore significantly reduce operating costs. It also results in a streamlined and seamless CX that boosts customer satisfaction, without compromising on security," continues Arnold.

"Not only is a person's voice the most practical means of remote authentication, it is also as accurate as their fingerprints. By combining voice characteristics such as pitch, tone, pronunciation, emphasis, accents, and the rhythm of speech, the solution produces unique and language-independent voice patterns for every individual," explains Arnold.

These capabilities strengthen security to protect consumers against the rising risks of identity theft, fraud, account takeovers due to social engineering and credential hacking, while also safeguarding businesses against the threat of financial losses and reputational damage. Voice biometrics can also be used to complement established Internet security practices such as traditional security-based questions and pins to add another layer of protection.

"More importantly, this technology facilitates quicker engagements and more enjoyable experiences in the contact centre. These capabilities effectively change a contact centre agent's narrative from 'who are you?' to 'how can I help you?', which can often be the key differentiator between success and failure in today's highly competitive marketplace," he concludes.

#contactcenterworld, @onevaultsa

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


About Pivotal Data (Pty) Ltd:
Company LogoPivotal Data is a provider of contact centre, customer experience and enterprise communication solutions. We assist organisations of all sizes by consulting, implementing, maintaining and managing solutions that simplify complexity and create agile, customer-centric organisations. Our solutions provide our customers with the ability to make every interaction engaging, insightful and profitable, helping grow businesses and improve competitive market positions.
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About OneVault:
Company LogoOneVault is a focused Voice Biometric Authentication company.
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Today's Tip of the Day - 5 Ways To Demotivate Staff

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

Published: Friday, July 13, 2018

Printer Friendly Version Printer friendly version

2021 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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