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CCT & Journey: Integrating Biometrics, Bots & Omni-Channel to Improve Customer Satisfaction & Fraud Prevention

Customer behavior and technology have changed dramatically in the past few years. These changes provide a unique opportunity for contact centers to modernize their customer experience, agent workspace, and security posture with solutions that easily integrate into existing systems. This educational webinar covering market trends and capabilities of secure biometrics and omni-channel workflows. In this session, we discuss:

  • Using biometrics (facial, voice, fingerprint) for secure voice and chat interactions.
  • Improving bot containment with more secure transactions like PCI compliant payments.
  • Enabling contextual screen pops for transfers from voice bots and chat bots to live agents.
  • Logging customer journey and context in CRM applications to unlock advanced analytics.
  • Utilizing biometrics internally to confirm the identity of at home and offshore agents.
  • Increasing outbound live answer rates via pre call SMS and application notifications.