Authenticated Voice: securely and quickly identify customers over the phone

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Do you recognize this? A phone call that takes longer than necessary because you have to ask all kinds of verification questions first. What is your zip code? What is your date of birth? It takes time, feels cumbersome and takes the momentum out of the conversation. It can be a lot simpler.

Quick and secure identification without the hassle

With Authenticated Voice, you automatically identify callers as soon as they call you. No more questioning and therefore no more administrative detours. You know immediately who you have on the line and can help immediately. This not only speeds up the call, but also makes it more secure.

How does it work?

Authenticated Voice works through a secure link to your client portal or app. A customer logs in, presses the call button and Seamly does the rest. Behind the scenes, Seamly links a temporary token to the phone number. That token temporarily contains the relevant customer data retrieved at that time. Does the customer then dial in via the phone line? If so, the employee immediately sees who is calling.

This process is fully automatic and in real time. The employee does not have to do anything extra and the customer therefore experiences no delay. The token is only temporarily valid and linked to the specific session and customer, making the process secure. This way you can always be sure that you are talking to the right person. 

Less frustration, more service

Customers expect quick and easy service. Verification questions slow down the conversation and often cause irritation. We know from experience that customers are more likely to abandon long verification procedures than conversations that run smoothly. With Authenticated Voice you remove that obstacle. The caller feels more quickly assisted and you make your customer service more efficient. Smooth and direct handling increases not only customer satisfaction in the short term, but also loyalty in the long term. And satisfied and loyal customers, isn't that what we all want?

The benefits at a glance

• Faster assistance: No time wasted by verification questions.
• Greater security: Identification is done via a secure token.
• Higher customer satisfaction: Customers experience a smooth-running conversation.
• More efficient work: Employees can fully focus on the request for help.
• Fewer errors: Because the process is automated, the chance of mistakes is minimal.
• Omnichannel: Seamless integration between different channels for a consistent customer experience.
• Lower costs: Shorter calls mean less pressure on your customer contact center.

Why choose Authenticated Voice?

Telephone authentication is a vulnerable process. Fraudsters sometimes try to gain access to personal data through clever tricks. Authenticated Voice makes that considerably more difficult. By linking directly to a secure session, you can be sure that the caller is actually who they say they are. This not only gives your customers peace of mind, but also your employees.

In addition, Authenticated Voice offers an efficiency benefit. Less time spent on authentication means you can handle more calls per hour. That saves costs and increases productivity. In other words, you get a secure and smart solution.

Getting started with Authenticated Voice

Are you already using our voice solution? Then we can activate Authenticated Voice for you upon request. Not yet using our voice solution? Then now is the time to discover how to make your customer contact smarter.

Contact us and together we will see how we can set up Authenticated Voice for your organization. That way, helping customers on the phone will be just as easy as in the chat or app.