Benefits Summary (following deployment and expected adoption of the solution) 3 Year Savings
Increased IVR containment through increased ID&V success in the IVR
Reduced AHT through reduced agent handled verifications
Reduced AHT through incremental CTI/screen pop success
Reduced AHT through incremental intelligent routing success
Reduced transfers through incremental intelligent routing success
Increased first call resolution (FCR) through incremental intelligent routing success
Increased revenue via more productive agent handle time
Increased customer satisfaction: reduced customer churn
Increased agent satisfaction: reduced agent attrition
Cost avoidance related to fraudulent activity
Total Savings

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