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Identifying & Verifying Customers

Manual verification risks leaving you with security issues, demotivated agents and unhappy customers. We provide a range of ID & V solutions which can handle these challenges and many more.

Challenges

Relying on repetitive security questions to validate your customers' identities brings with it a whole host of challenges. Just a few of them are below:

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Security

Drastically reduce the potential for fraud and identity theft by using our multi-factor authentication processes, which protect both your agents and your customers.

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Providing a Positive Customer Experience

Automating the identification and verification process means that there is less friction for the customer when they're trying to get through to an agent.

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Keeping Costs Low

Vastly reduce agent handling time by automating the ID & V process, to significantly lower your OPex costs.

Solutions

Automation

Automating your ID & V process keeps costs low and enhances security by removing agents from the process. This further improves your customers' experience by eradicating the need for them to remember lengthy passwords or memorable dates.

Reduced AHT

Manually verifying a customer takes, on average, 40 seconds. This is compared with just six seconds when using VoiceGuardTM. This drastic reduction in agent handling time reduces call centre costs substantially while also providing a great customer experience.

Personalisation

Try programming your IVR to redirect customers to the department they last selected, and give your customers a truly personalised ID & V experience. When coupled with voice biometrics technology, it also means that potential for fraud is at an all-time low.

Products

The following products improve your ID & V processes through automation that improves the customer experience:

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VoiceGuardTM

VoiceGuardTM helps businesses verify callers' identities by automating the process, enhancing security and improving the caller's experience.

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Transform

Transform's artificially intelligent IVR reduces friction faced by the customer when they call your business by routing them to agents based on their previous activity.

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Pulse

Pulse can data dip into your CRM system to match customers to their CLI – saving time by giving your agents immediate automated access to customer information.

Videos

Want to see more? Take a look at our 1 minute explainer videos


Transform the artificially intelligent inbound call solution, Transform is multi carrier and runs above your existing system to bring you the very best IVRs.


VoiceGuardTM is the only turnkey voice biometric identification system available in the UK, a complete product and service that is ready for immediate use with any telephone system.


inSurveyTM is the only multi-channel survey tool that brings you your customers' truth.

Clients' Testimonials

The best way to be assured is to hear what other say about us

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The Performance 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 PT in creating and rolling out this imaginative solution.


Peter Fidler, Logistic Manager, Plantiflor Limited
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After working with BT for many years, we ported our numbers to Performance 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
Logo Caribbean
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We have worked with Performance Telecom for over 5 years and in that time we have worked through many changes in the telecoms environment. PT 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
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The Paragon Group of Companies and Performance 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
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Having worked with Performance 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

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