TECHNOLOGY
Click to watch: ‘Accelerate the speed of your business communications with Avaya Equinox’ 99 identity fraud by using contact centers
other incidents – time is critical. There-
to verify the customer’s validity through
fore, the real-time nature of Avaya’s
the use of biometrics.
portfolio is one of its fundamental traits.
“I can eliminate the three to five
“If you’re unhappy with your service
security questions that someone may
at a hotel, for example, and you tweet
ask to determine your identity if the
about it it’s better if the business is able
confidence factor is high,” Turgeon
to react immediately,” notes Turgeon.
explains. “That’s time wasted by the
“Anything other than real-time or near
agent. We’re hearing from various
real-time communication is just not
industries that they’re spending around
good enough anymore.
40 to 75 seconds on average just trying
“So, we have to start leveraging much
to identify the caller. This really helps to
more sophisticated capabilities to be
improve the customer experience.”
able to transform the experience right
In many of the real-life cases Turgeon
now. You don’t want to lose a customer
discusses – resolving customer com-
who could contact a different organiza-
plaints or alerting people to fires and
tion to do business with. I have to react w w w. s u p p l y c h a i n d i g i t a l . c o m