Avaya and Friends: Delivering flexible Voice Biometric solutions on Avaya for omni-channel unified communications.
Avaya welcomes ValidSoft's direct-integration Voice Biometric authentication and identification solutions, providing full biometric functionality independent of any other solutions.
And being fully omni-channel, the ValidSoft solution will support all of your other customer channels, from Apps, AI Speechbots, Smart Assistants and even Smart Homes.
Reap the contact center benefits of cost and fraud reduction.
Cost Reduction
A key metric of call-centres is Average Call Handling (ACH) time. Using legacy Knowledge-based Authentication (KBA), i.e. asking the caller for responses to challenge questions, can take an inordinate amount of time and is frustrating for the caller. Using passive voice biometric authentication (natural conversation between caller and agent) can take as little as 6 seconds. This frees up agent time for customer fulfilment, thereby requiring fewer agents to process the same call volume, whilst providing a superior service.
Abandonment Reduction
When asked to answer KBA questions, such as the date of your last card purchase, many people struggle to answer correctly, leading to call abandonments and potential lost sales or fulfilment opportunities.
Fraud Reduction
Voice biometric authentication means no KBA and therefore no ability of fraudsters to pass the KBA checks through possession of illicitly obtained personal information or social engineering techniques.
Self-Fulfilment Enablement
Voice biometrics can also be used on self-service IVR platforms, thereby providing a secure authentication mechanism that allows higher risk requests or processes to become self-fulfilment, providing another avenue of cost reduction.
Lightweight Integration
The ValidSoft voice biometric solution suite is totally independnet and not reliant on full-stack 3rd party solutions, providing agiity and flexibility for your call center, IVR and beyond.
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