Contact centers have always been cost centers. CX is a priority, but IT leaders always have a long list of additional responsibilities. These include their cloud migration, fraud prevention and disaster recovery, addition of artificial intelligence capabilities, enablement of interoperability and handling the complexities of managing global communications systems and vendors.
To make it all work, enterprises need integrations with best-in-class platforms, but adding new technologies can be costly and time-consuming. In addition, the environment is fragmented with no single leader for UCaaS, CCaaS and AI and machine learning tools. This means enterprises often spend months–or more–creating integrations that create an interoperable communications system.
This is too clumsy, needlessly complex, and slow to deliver on enterprises’ CX goals, so a different approach is needed. Bandwidth’s Maestro provides an alternative narrative for IT Leaders. Maestro is a communications solution that has been designed to connect, create, and compose flows to address unique, evolving CX needs. One of the most pressing CX needs is fraud prevention. Fraudsters often know the answer to knowledge-based authentication (KBA) questions, such as “what is your mother’s maiden name” better than the account holder, causing a loss of valuable CX.
Within Maestro, enterprises can easily protect against fraud and call spoofing by embedding its product Call Verification into their contact center flows. By implementing Call Verification, enterprises are able to passively authenticate callers, reduce average handle time (AHT) and prevent fraud. Call Verification can help a business determine when to trust the number being presented on the Caller ID, and when the number displayed on the caller ID is not the actual device that owns the number calling. It helps businesses fight fraudsters without inconveniencing their customers by safely passing through legitimate callers and identifying suspicious interactions.
By utilising Bandwidth’s Call Verification, enterprises can also identify past fraudsters by enabling agents to check if a number has previously been reported for fraud or associated with ongoing fraudulent activity. In addition, they can resolve problems more rapidly. For example, if there are no red flags associated with an account, agents can step down the active authentication process and ask fewer knowledge-based authentication (KBA) questions. This delivers significant efficiency gains because removing just two authentication questions can help to save 30 seconds of call time or US $0.50 per call.
It’s time to combine cost savings with improved CX in the call center.
