February 12, 2020
The 5-Point Customer Experience Health Check for Contact Centers
The 5-Point Customer Experience Health Check for Contact Centers Often…
Defending the phone channel presents various challenges, especially due to the fact it is grounded on human interaction. Fraudsters know the call center is the weakest link compared to other potential avenues in most enterprises. As security technology has evolved over the years, fraudsters have followed closely behind – adapting to continue to obtain the information that drives their own bank accounts.
In 2018, the fraudulent call rate came in at 1 in every 685 calls – a higher rate than from years prior. It is clear fraudsters understand how to maneuver around legacy security solutions, and enterprises need to take note. So, how do enterprises provide their customers with a good customer experience without treating them like fraudsters?
This balancing act can be made simple by addressing your security solution:
Pindrop’s technology allows your customers to join at the speed of conversation with passive enrollment, relies on voice to provide a multi-factored layered intelligence, and is risk based. These elements come together to create a balanced security solution that will help you identify your customers, without treating them like criminals.
Now, Amazon Web Services is offering a disruptive solution, Amazon Connect, a cloud-based contact center service based on the same contact center solution used at over 50 internal Amazon businesses by as many as 70,000+ simultaneous agents on a daily basis. Amazon Connect, paired with Pindrop’s technology, allows you to deploy a call center solution that not only will allow any business to deploy better customer service at a lower cost, but will also minimize the impact of contact center fraud on your organization.
The seamless integration of Pindrop’s technology with Amazon Connect provides a combination of effective solutions paired with fraud detection and prevention capabilities. This partnership will allow enterprises to improve customer experience with streamlined customer authentication processes without excessive friction to reduce average call handling time. Additionally, Pindrop for Amazon Connect will defend enterprises against account takeovers and will help identify suspicious behavior to prevent fraud before it happens.
For more information, contact us.