SURE™ – automated identification and verification
The problem
We all understand why we have to go through security checks at the airport; but we don’t want to spend hours doing it. Likewise, the identification & verification (ID&V) of callers plays a crucial role in customer data protection and regulatory compliance, but your customers want their enquiries to be processed as quickly as possible.
There is a fine balance between tight security and fast service. But it only takes one incident to get your brand into the national press – for all the wrong reasons. Most organisations err on the side of caution by performing ID&V manually, but this results in slow service. And customers do not like repeating themselves.
The storm solution
SURE uses techniques such as speech and Calling Line Identity (CLI) recognition to rapidly retrieve a caller’s identity, location and transaction details. Within a few keyed or spoken inputs, the caller is connected to an agent with access to their full account history.
Because an agent is not involved in the ID&V process, the customer can have confidence that their identity has been confirmed securely. And once they get through to an agent, they are not required to waste time giving their details. The agent can process the enquiry faster, and if they transfer the call to a colleague, the details can be passed across to ensure joined-up customer service.
Business impact
- Achieve better security and faster service with one solution; automated system allows you to provide 24/7 self-service hotlines.
- Increase customer confidence in your brand through effective security measures.
- Greater level of automation in the contact centre reduces the time taken to process enquiries, improving response times.
- Provide a personalised customer journey by getting them more quickly to an informed and well-prepared agent.
- Avoid making customers feel like you don’t care about them by forcing them to give information multiple times in the same call.
Key features and functionality
- Instant locating of land-line callers; mobile callers’ location pinpointed using postcode input via speech recognition.
- Computer Telephony Integration (CTI) with CRM systems means caller’s details appear on agent’s screen immediately.
- Information from CRM feeds into routing decisions, helping customers get to the right department quickly.
- The customer can even speak to the same agent each time they call (if the agent is available) for a truly personal touch.
- Passwords can be added for an additional layer of security.
How storm SURE works
- storm identifies fixed line caller’s name & location; mobile caller inputs their postcode via speech recognition.
- storm interfaces with CRM database to identify caller & associated account details.
- Call is put through to relevant department with screen-pop to agent showing caller’s details & inputs.
- Relevant information passed to next agent’s screen if call is transferred between departments.
- Detailed real-time reporting helps identify if callers are having difficulties.
About storm
- Europe’s largest communications integration platform, delivering powerful new services from the cloud for maximum flexibility.
- Multi-channel convergence – communicate over any network, to any device.
- Real-time business agility – scale & adapt the solution on-demand.
- Total user control and management – easy-to-use browser-based interface.
- Open architecture for flexible integration – leveraging legacy systems & databases.
- Minimal up-front investment required – rapid deployment, low capex & low TCO.
To find our how storm SURE can help you deliver faster and a more personalised service, contact Content Guru on: Call +44 1344 852 350 or email our sales team