Digital Identity: Enabling the Contact Centre of the Future

Presented by

Adam Butler, Telco & Media Industry Lead & Steve Gerrard, Senior Manager, Solution Architecture, ForgeRock

About this talk

When customers are calling, how do you offer a secure but great customer experience? In the year that everything changed, organisations have seen large portions of their customer base switch from traditional physical channels to interacting in digital channels for the first time. This has presented its own set of challenges, from trying to meet an unprecedented demand, to providing a superior customer experience with a workforce that has often been forced to work remotely, away from their normal office environment. Often when customers are navigating digital channels and run into an issue, their usual next step is to reach out to the contact centre to seek human involvement to solve the problem. The key challenges for any business operating a contact centre are: - Reducing Average Handling Time (AHT) and increasing First Call Resolution (FCR)? - Authenticating customers quickly and effectively, so that you are positive that the person you are speaking with is the person they claim to be - Extracting important and valuable context from a digital channel interaction, seamlessly into the contact centre channel? During this 30 minute demo, we will walk you through the customer journey to highlight these use cases. There are many more, however this is designed to show you just some of the key features that are currently available.
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ForgeRock®, is a global leader in digital identity that delivers modern and comprehensive identity and access management solutions for consumers, employees and things to simply and safely access the connected world. Using ForgeRock, more than 1300 global customer organizations orchestrate, manage, and secure the complete lifecycle of identities from dynamic access controls, governance, APIs, and storing authoritative data – consumable in any cloud or hybrid environment. The company is headquartered in San Francisco, California, with offices around the world. For more information and free downloads, visit or follow ForgeRock on social media: Facebook ForgeRock | Twitter @ForgeRock | LinkedIn ForgeRock.