Caller Authentication: Gateway to Better Customer Care Experience
Brett Beranek, Solutions Marketing Manager at Nuance, Dan Miller, Senior Analyst, Opus Research
About this talk
A recent survey by Opus Research and Coleman Parkes found that 85% of callers felt dissatisfaction with the automated systems for handling caller authentication. This is a serious matter because 83% of calls to enterprise contact centers require some sort of caller validation or verification in order to be successful. Failure to authenticate is both a barrier to customer satisfaction and an expense to contact center operators.
Join Dan Miller, Sr. Analyst at Opus Research and Brett Beranek, Solutions Marketing Manager at Nuance, as they delve into the survey data to describe the root cause of caller discontent and propose new methods to overcome authentication speed bumps.
News, information, and research detailing Intelligent Assistants, Intelligent Authentication Conversational Commerce. Webcasts include in-depth analysis of market forecasts, real-world case studies, and proven business value.…