ValidSoft, announced its Trusted eXperience is now available on the Genesys AppFoundry, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions to provide an effortless consumer experience, engage employees and optimize their workforce.
ValidSoft’s Trusted eXperience makes it easy for Genesys customers to use voice authentication to guarantee agent and customer identity, giving consumers the confidence that the interaction is secure and trusted while reducing identity fraud and agent handle time.
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The agent and caller’s identities are invisibly authenticated during the natural conversation, hence ending customer frustration. Benefits to Genesys customers include:
- Improved Customer Experience
Not requiring customers to remember PINs and passwords allows the agent to quickly address customer issues.
- Reduced Average Call Handling Time
Callers getting authenticated as part of the initial welcome message reduces agent handling time compared to using legacy knowledge-based authentication (KBA).
- Language Agnostic
Any voice, any language, any dialect is authenticated and verified.
- Anti-Spoofing
Voice detection (Deepfake) and anti-spoofing (Replay attack) modules
Pat Carroll, CEO, Founder, commented, “In a fast-moving, competitive business world, where every minute matters, customers must be able to interact with business agents in a trusted, secure, and frictionless way. It is no surprise that over 70% of fraud starts in the contact center since most contact center agents still use knowledge-based authentication (KBA) to verify the identity of a caller. KBA is fundamentally compromised and no longer fit for purpose. ValidSoft developed Trusted eXperience to specifically address the issue of identity theft in the Contact Center. It’s a win-win-win. Trusted eXperience is a critical tool in helping organizations authenticate their customers quickly and stops identity theft of credentials, deliver a great customer experience and also reduce operational costs. By using ValidSoft voice authentication, Trusted eXperience is helping to create superior customer experiences and fast time-to-resolution for customer service providers.”
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