ID ME

ID ME is an effective and secure way of automating the process of verifying the caller’s identity before they are connected to a live agent. This not only significantly reduces the time agents spend on each call, but also gives the peace of mind to your customers that their security information is protected.

ID ME combines both CTI and IVR technology to streamline the caller verification process while leveraging real-time access to back-office systems to ensure that the caller is who they say they are.

ID ME provides the capability to:

• Auto-answer calls and take the caller through the identification process while an agent becomes available.
• Utilise both speech recognition and DTMF to collect information from the caller.
• Leverage captured CTI information, such as calling line ID to assist with the verification process.
• Streamline the collection of information from customer through inbuilt reference to Post Office Address database.
• Utilise standard API’s to access back-office systems to obtain security questions and security information in real-time.

ID ME enables contact centres to act responsibly in terms of ensuring that each and every caller is correctly identified and verified. It also reduces the time that a live agent is required for each call by as much as 1-2 minutes depending on the verification process.

Your customers will welcome a secure way of verifying their identity and see an instant reduction in the time they are kept waiting before being connected to an agent.