VoiceGuard® helps businesses who want to verify callers' identities by automating the process, reducing manual verification, enhancing security and improving the caller experience.
Our active voice biometrics system includes the following benefits:
Lower Operating Expenditure
By auto-verifying customers, and vastly reducing agent handling times, VoiceGuard® reduces the cost of each verification from 46p on average to just 6p.
VoiceGuard® protects your customers' data to fit with compliance regulations, resulting in far higher levels of security for both them and your agents.
Improved Agent Retention
Removing the monotonous task of repeated manual verifications is proven to give you more engaged agents, which benefits your attrition rates.
How VoiceGuard® Helps
Identifying and Verifying Callers
If your contact centre utilises ID & V in any manner, then VoiceGuard® will improve the experience of your customers and reduce your costs. After a simple, two-minute enrolment process, your customers need never remember passwords or answer obscure security questions again!
Managing Inbound Contact
When a customer calls your contact centre, VoiceGuard® compares spoken digits to their unique voice biometrics speech print profile. Your agents can then get to work immediately helping customers that are already verified.
Managing Customer Experience
Conventional ID & V can mean the conversation between your customers and your agents gets off on the wrong foot. VoiceGuard® reduces that friction, giving you seamless compliance and radically improving customer experience.
Verifying customers' identities over the phone comes with a whole host of challenges. Here are just a few of the ones that VoiceGuard® solves.
Providing a Good Customer Experience
By automating the entire verification process, VoiceGuard® allows your customers to get straight through to an agent who is ready to help them with their query.
The average identification and verification time is reduced from 40 seconds to 10 seconds with VoiceGuard®, drastically reducing AHT.
The agent is completely removed from the verification process, reducing the potential for identity fraud.
Want to see more? Take a look at our 1 minute explainer videos.
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The best way to be assured is to hear what other say about us
The Fusion Telecom automated solution represents our first dive into this area of new technology and we've been extremely pleased with the close support, ingenuity and attention to detail from them in creating and rolling out this imaginative solution.
Peter Fidler, Logistic Manager, Plantiflor Limited
After working with BT for many years, we ported our numbers to Fusion Telecom in 2003. The difference in customer service and solution delivery has been remarkable. They've worked with us to help develop our inbound call handling and a 'real time' disaster recovery solution.
Russell Metcalfe, Thomson Reuters
We have worked with Fusion Telecom for over 5 years and in that time we have worked through many changes in the telecoms environment. They have completed this without issue and with clear timescales. The results meant that the use of our NGN services has been something I need not worry about.
Martin Camp, IT Global Infrastructure, Royal Caribbean and Celebrity Cruises
The Paragon Group of Companies and Fusion Telecom have been working together since 2007 for the supply of inbound telephony and DR services for several operational departments within our organisation. Through this we have forged a successful partnership.
Phil Botham, Director of Strategic Development, The Paragon Group of Companies
Having worked with Fusion Telecom for over three years now, I can sincerely say that it has been a pleasure. The level of professionalism and service, coupled with the fantastic advice and efficient support that we have received, has been invaluable to our company.
Daithi O'Donnell, Customer Service, Sales and Operations Manager, Thane Direct
I just wanted to say thank you to you and your amazing team at Fusion Telecom for your support, creative thinking and flexible approach to solve our complete telephony PCI compliance. ...We are now using the PayGuard solution across the business and it has been very well received.
Dan Banham, Head of Information and Communication Technology, National Pharmacy Association