Customer authentication in the IVR

Customers have to authenticate themselves when talking to the service center agent by answering security questions. This interrupts the flow of the conversation, extends the duration of the call and is perceived as pain point by customers.
Customer identity and access management – Digital Experience
Provider: Swisscom
Solution/Product: Genesys IVR

Identification and authentication as a self-service

Challenge

Customers have to authenticate themselves when talking to the service center agent by answering security questions. This interrupts the flow of the conversation, extends the duration of the call and is perceived as pain point by customers.

Benefit

  • “Annoying” security questions are eliminated
  • Reliable identification and authentication of customers
  • AHT is reduced and therefore more calls can be answered
  • Better customer experience

Solution

Customers are automatically identified by their phone number when they call the Service Center in the Genesys IVR. Authentication is carried out by sending an SMS message to the mobile phone number stored in the CRM. A code is sent, which can be entered as an additional security feature using the telephone keys.