ID ME IDENTIFICATION AND VERIFICATION - www.ipintegration.com - IP Integration
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ID ME
IDENTIFICATION AND VERIFICATION
www.ipintegration.com
IDENTIFICATION AND
VERIFICATION MADE SIMPLE
ID ME - SIGNIFICANTLY REDUCES THE TIME IT TAKES TO
IDENTIFY CALLERS, IMPROVING EFFICIENCY
ID Me handles caller identification SIGNIFICANT SAVINGS BENEFITS:
and verification for your contact
centre, simplifying it while On average, an agent spends 30-
45 seconds authenticating a caller. ♦ Reduces identification and verification to as little as
ensuring compliance - in as little 5 seconds
Multiply that by hundreds or thousands
as five seconds.
of calls a day into your contact ♦ Identification and verification is virtually invisible to
Agents and customers can get centre and it adds up to a significant the customer
into the conversations that matter, overhead in terms of resources and
cost. ID Me was developed to solve ♦ Allows staffing for lower call volumes
sooner.
these problems. ♦ Increases agent and call centre productivity
Caller identification and verification
is, of course, crucial. But the ♦ Intelligent call routing to agents or specialists
fact remains it’s a mundane and ♦ Consistent, meticulous compliance processes
repetitive experience for both your
agents and the customers calling ♦ Easily tailored for specific requirements
you - plus it is a huge productivity ♦ Advanced reporting and MI capabilities
drain.
♦ Integrates with any CRM system
♦ Scalable from a few callers to tens of thousands per
day
3
ID Me uses sophisticated techniques, And ID Me has another trick up its sleeve.
including speech recognition and voice Calls can not only be routed to the next
biometrics, to quickly and automatically available agent, if necessary they can also
identify and verify customers – in a matter be diverted to a specialist team, for example
of seconds - and frees agents from having credit control or customer retention,
to undertake the process themselves. further increasing efficiency and resource ID Me allows us to identify and
That saves valuable time, allowing agents productivity. verify callers against the account
and customers to have the meaningful details held in the CRM.
conversations that matter. ID Me also ensures that every caller is put
through the correct authentication process, It‘s saved us 45 seconds per call
ID Me doesn’t stop there when it comes which is important in all industries and crucial freeing up huge capacity in our
to increasing efficiency. As it has been in those that are regulated. It ensures there centre. it‘s been a resounding
designed to work with a wide range of is no chance of a question being missed or
success!
CRM applications, from legacy on-premise an incorrect reply being allowed through.
systems to the latest cloud solutions, ID Me This also protects your agents, as they
can then present each agent with all the don’t have to handle customer verification
FTSE Listed Utility Company
relevant customer details via a screen pop, information.
confirming the ID Me interaction.
As a result, the agent can start helping the
customer immediately, significantly reducing
average handling time and increasing
customer satisfaction.
THE ID ME CALL FLOW PROCESS
Database Receive voice Receive voice Play message
instruction instruction
Collect postcode and
Play compliance Transfer to live agent
ID Me™ Use CLI for unique match surname for unique Security question
messages (optional)
match with screen-pop4
IN PRACTICE VOICE BIOMETRICS BUILT TO YOUR REQUIREMENTS
ID Me connects to your CRM system using With the new advances we’ve made in Every customer is different, so IPI designed
Computer Telephony Integration (CTI) speech recognition and voice biometrics, ID Me to be highly customisable. This
and uses either speech recognition or IPI now offers the highest levels of security allows us to deliver a solution to meet your
DTMF (touch tone) to collect the required by allowing you to identify and verify callers requirements today and one that can easily
information from the customer. Once the based on a unique characteristic, their voice be adapted to meet future business needs
identity of the caller has been verified the print. or changes in industry regulation.
call is passed to the next available agent
or a specialist team, depending on the The IPI voice biometrics solution can make
ID Me has extensive reporting capabilities
identification and validation almost invisible.
circumstances, along with a customisable which allow contact centres full visibility of
Callers are validated either passively during
screen pop providing the status of the every call, it’s status, what occurred within
the initial conversation with the agent or
customers journey through the application. actively by using a short pass-phrase, the application, as well as a host of other
which eliminates the need for requesting valuable data.
Compliance statements and announcements information the customer may or may not
can be played to the caller as part of the ID remember. In cases where maximum security In addition, ID Me can be offered either as
Me process as well ensuring the customer is required voice biometrics can be used in an on-premise application or as a hosted
is made aware of company or industry conjunction with something the customer deployment that provides reliable, flexible
governance during the call they are about to has, such as a mobile device or card reader. and scalable on-demand services.
have.
As with the more traditional approach, once
customers are verified the call is passed to
the most appropriate agent or team.IDENTIFY AND VERIFY
CONTACT OUR EXCEPTIONAL TEAM
Every one of our applications is designed around your needs. Be it a notification system for when a call is close to collapse, a
self-service function that increases security and reduces hassle or innovative analytics for informed change.
We create packaged applications that are quick and easy to deploy, delivering immediate benefits to your business.
AHT Scalable Secure Compliant
Visible improvements On-demand services Trustworthy and assured ID&V process
and reductions solution
GET IN TOUCH
IP Integration Ltd 0118 918 4600
Integration House
Turnhams Green enquiries@ipintegration.com
Business Park
Pincents Lane www.ipintegration.com
Reading, Berkshire
RG31 4UHYou can also read
