iAgent being an integeral part of the iSuite, has under it different modules, namely :

• Ticketing Module
• Knowledge Base Module
• Banking Module
• Workflow Module
• Outbound Module
• Verification Module

What is iAgent Verification Module ?

The iAgent Verification module transforms the whole concept of caller authentication. Rather than employing traditional methodologies, which can waste a significant amount of time and frustrate the caller as the agent asks a series of random questions, typically three to five, in order to determine the identity of the caller, iAgent Verification operates in stealth to automatically identify callers by recognizing their voice print. Taking just 10 seconds, this module significantly reduces the verification process, provides increased security and improves the experience for the caller. Built on a solid, revolutionary technology that identifies people based on their voice print and not the voice tune, the system is reliable even in the event that a caller has a cold or flu.

Experience the Difference

With the Verification iAgent module everyone wins. Customers are satisfied, because call times are shorted and they no longer need to remember codes and answers to verification questions. Agents longer waste time on problematic manual authentication processes and can be more effective on each call.

Verification Increases security and reduces the risk of fraud, which can be very damaging to a brand’s reputation. In addition this system boosts customer trust in your authentication process and gives them peace of mind.

Under the Hood

The Verification module employs revolutionary technology:

• Verification allows for variation in the verification strategy.
• Customers agree to participate in this system via the IVR which reduces the time spent by call center personnel.
• Participating customers answer a series of questions for 2 -3 minutes. During this time their voice response is captured and a ‘signature’ is stored, along with the customer identification key.
• Their voice print is authenticated in subsequent interactions and key phrases captured either automatically or on demand via an application on the agent’s desk.
• The captured voice is secured using encryption and sent to the verification engine to confirm the identity of the caller.
• Upon verification the agent sees a ‘confirmation’ green light and continues to provide services to the customer in the normal manner.
• Handling callers not given the green light can be predefined by the enterprise security procedure and scripted for agents using the iAgent Workflow module.