A growing number of contact centers are adopting authentication solutions that promise to turn callers’ phones into a mechanism for establishing callers’ authenticity. When successful, this approach allows for lower average handle times, greater IVR containment, improved identification of potential fraud calls, and a better customer experience.
There are two different approaches to assessing phone calls. When calls are made from a unique, physical device, such as a mobile phone, they can be inspected within the phone network to confirm the device making the call is authentic. This deterministic approach yields the greatest accuracy in caller assessment, and the greatest potential for customer experience and efficiency improvements. Calls from other sources, such as from businesses or virtual services (i.e. Skype) can use probabilistic approaches to assess call trust based on calling history, call origination, line type and other factors.
Rather than choosing between probabilistic or deterministic, forward-thinking contact centers use a hybridized approach to caller authentication that combines the best of both worlds – the accuracy of a deterministic model for calls from unique, physical devices and probabilistic approaches for other calls.
Join us for this complimentary BAI webinar to hear how contact centers are implementing next-generation technologies to let customers through faster and block out fraudsters.
Senior Director of Inbound Authentication
Vice President, Financial Services & Healthcare