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Modern customers require modern technology

Customer demands evolve at a rapid pace, propelled by an emergence of innovative technolgies that provide faster and easier interactions. Customers now value speed above all other factors relating to customer experience, overtaking actual product.

Self Service allows your company to provide instant contactless assistance to your customers through the use of intelligent technologies such as Voice Biometrics, Behavioural Analytics and Natural Language Processing (NLP). Ensuring round the clock support to your customers when your live agents are offline or busy with priority calls.

Our Self Service technologies provide a heightened level of security for your business and customers, with customers able to securely authenticate themselves while the intelligent technology protects sensitive customer or business data.

67%

Prefer Self Service

67% of customers prefer self-service over speaking to a company representative.

- Zendesk

Autheticate and serve your customers with ease

Voice Biometrics

Security is always a top priority for your business – whether it’s a contact centre protecting valuable customer data or keeping business data private. Traditional knowledge based authentication methods such as PINs and caller ID are failing as fraudsters become more evolved. Your business can leverage voice biometrics software to identify your customers through their unique voiceprint. Verifying your callers in real time passively, without requiring a password, making authentication faster, easier and more secure.

  • Enhance fraud detection
  • Better customer experience by reducing authetication time and the number of security questions
  • Reduce agent handle time and costs

Behavioral Analytics

Behavioural Analytics (BA) allows you to meet changing customer demands by capturing and analyzing data from customer and employee interactions, employee desktop usage and contextual information. BA predicts future trends, deduces customer need and interest, and allows you to direct your customers to targeted content.

BA tracks and monitors behavior of users, IP addresses and devices in an enterprise. Anomalous behavior is automatically detected using machine learning algorithms based on Singular Values Decomposition (SVD). Such anomalous behavior indicative of potentially malicious activity is alerted to analysts with relevant contextual information for further investigation and action.

Natural Language Processing (NLP)

Natural Language Processing (NLP) is a branch of Artifical Intelligence (AI) that allows software and computer systems to analyze, understand and act on requests and information through normal human language.Β It can be leveraged as an all-in-one Self Service option for your customers, allowing seamless, end-to-end conversational experiences across all channels.

  • Improve customer experience
  • Drive operational efficiency
  • Ensure integrity of data and transactions undertaken

NLP is changing the way we identify and authenticate legitimate users, while simultaneously helping to identify potentially malicious activity.Β By combining biometrics with conversational IVRs (NLP), we can fully automate identification and multi factor authentication of users. Working with leading edge companies such as Omilia, Verint, Amelia AI, Nuance and Pindrop, we can work with you to design and implement a solution that best meets your immediate and future needs and will integrate seamlessly with your current and targeted technologies.

The Benefits of Self Service

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Protect Customers

Provides a seamless customer experience without the need to authenticate with traditional passcodes and PINs.

Cultivate Trust

Computer fraud and Identity theft impacts both the client and vendor. The reputational impact can far exceed the direct financial loss.

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Secure Easy Access

Companies require solutions that simplify access for their customers while at the same time increasing security.

Employee Engagement

Agent Engagement

Learn how to empower your agents and help them succeed.

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Team Collaboration Solutions

Collaboration

See how your business can benefit from unified communications.

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