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Digital Identity: Enabling the Contact Centre of the Future

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.
Recorded Oct 15 2020 26 mins
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Presented by
Adam Butler, Telco & Media Industry Lead & Steve Gerrard, Senior Manager, Solution Architecture, ForgeRock
Presentation preview: Digital Identity: Enabling the Contact Centre of the Future

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    1 Identity and Access Management (IAM) for the Hybrid Enterprise is a commissioned research study conducted by Forrester Consulting on behalf of ForgeRock.
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    If time does not permit you to join us, no problem, register today and we'll send you the replay.
  • Automate & Accelerate IAM Deployment with DevOps and Kubernetes Recorded: Nov 19 2020 45 mins
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    Speakers:
    Nick Caley - ForgeRock
    Folkert Potsma - Midships
    Taweh Ruhle - Midships
    Juan Redondo - Midships

    By registering for this webinar you agree ForgeRock will maintain and process your personal information for communicating with you. The following partner(s) of the above webinar(s) will have access to the list of registrants, including your contact information: Midships (https://www.midships.io/)
The Modern Identity Platform for Your Consumers, Workforce, and Things
ForgeRock®, the leader in digital identity, delivers modern and comprehensive Identity and Access Management solutions for consumers, employees and things to simply and safely access the connected world.

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  • Title: Digital Identity: Enabling the Contact Centre of the Future
  • Live at: Oct 15 2020 1:00 pm
  • Presented by: Adam Butler, Telco & Media Industry Lead & Steve Gerrard, Senior Manager, Solution Architecture, ForgeRock
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